Trust & Safety Analyst

Epsilon Solutions Ltd.; St. Catharines; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Signing bonus

Paid training

Career growth

Job summary

Epsilon Solutions Ltd. in St. Catharines, Ontario, is seeking a User Safety & Risk Operations Agent to investigate, assess, and respond to complex cases involving user safety, fraud, abuse, and policy violations.

You will review content, enforce policies, analyze fraud trends, and document findings with clear, accurate decisions. The role requires the ability to work rotating shifts, including evenings, weekends, and holidays, on site.

Qualifications

• Minimum 6 months of experience in Trust & Safety, Content Moderation, Data Privacy, Cybersecurity, Legal, or related field.
• High School Diploma or equivalent.
• Strong analytical, investigative, and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to work with sensitive or difficult content.
• Ability to work rotating shifts, including evenings, weekends, and holidays.

Responsibilities

• Review and enforce platform policies through manual and AI-assisted moderation.
• Investigate escalated reports involving harmful or policy-violating content.
• Review user appeals and make accurate, well-documented decisions.
• Identify and investigate scams, spam, account compromises, and abusive activity.
• Detect emerging risk and abuse patterns and recommend preventive measures.
• Escalate high-risk cases and collaborate with relevant teams to resolve issues.
• Monitor and investigate fraudulent activity, including fake accounts, payment fraud, and chargebacks.
• Analyze fraud trends and provide insights to strengthen fraud prevention measures.
• Maintain accurate case documentation and follow established investigation procedures.

Skills

Analytical skills

Investigative skills

Decision making

Communication

Attention to detail

Team collaboration

Education

High School Diploma

Tools

Investigative tools

API logs

Secure PII systems

Job description

We are seeking a User Safety & Risk Operations Agent to investigate, assess, and respond to complex cases involving user safety, fraud, abuse, and policy violations. The successful candidate will use strong analytical judgment, attention to detail, and empathy to help maintain a safe and trustworthy digital environment.

Key Responsibilities:

Content Moderation

• Review and enforce platform policies through manual and AI-assisted moderation.
• Investigate escalated reports involving harmful or policy-violating content.
• Review user appeals and make accurate, well-documented decisions.
• Identify and investigate scams, spam, account compromises, and abusive activity.
• Detect emerging risk and abuse patterns and recommend preventive measures.
• Escalate high-risk cases and collaborate with relevant teams to resolve issues.
• Monitor and investigate fraudulent activity, including fake accounts, payment fraud, and chargebacks.
• Analyze fraud trends and provide insights to strengthen fraud prevention measures.
• Maintain accurate case documentation and follow established investigation procedures.

Required Qualifications:

• Minimum 6 months of experience in Trust & Safety, Content Moderation, Data Privacy, Cybersecurity, Legal, or a related field.
• High School Diploma or equivalent.
• Strong analytical, investigative, and decision-making skills.
• Excellent written and verbal communication skills.
• Ability to work effectively with sensitive or difficult content.
• Ability to work rotating shifts, including evenings, weekends, and holidays.

Preferred Qualifications

• Familiarity with Generative AI products and potential misuse scenarios.
• Experience with investigative tools such as login history, API logs, or secure PII-handling systems.
• Experience working with evolving policies, procedures, and risk frameworks.

  What We Offer:

  • USD $2,000 signing bonus
  • Full-time hours of 35–44 hours per week.
  • 4+ weeks of paid training.
  • Ongoing coaching, professional development, and career growth opportunities.
  • Health, wellness, paid time off, and retirement benefits.
  • Employee Resource Groups and community/volunteer initiatives.
  • Opportunity to build a career in risk operations, trust & safety, responsible AI, and related areas.

  Ideal Candidate:

  The ideal candidate is detail-oriented, analytical, empathetic, and comfortable making decisions in ambiguous or high-impact situations. You should be able to remain calm under pressure, adapt to changing policies, and document findings clearly and accurately.

  Note:

  This is a full-time onsite position in St. Catharines, Ontario with rotating shifts.