Senior Operations Expert - Trust & Safety

SmartRecruiters, Inc.; Makati; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Equity packages

Inclusive parental leave policy

Vibe & Thrive allowance

Flexible leave options

Job summary

Canva is looking for a Senior Operations Expert in Trust & Safety to lead complex abuse investigations and guide AI-driven tooling and classifier training. You will work in a high-trust environment, partnering with Policy, Product, Engineering, and Legal to reduce harm at scale while managing sensitive content with care.

The role offers flexibility to work remote, hybrid, or in-office, and includes wellbeing support and an emphasis on resilience for handling challenging material.

Qualifications

• Bachelor’s degree or 3+ years of experience in Trust & Safety, abuse operations, or fraud investigation.
• Own high-risk investigations with clarity and independence; familiar with case investigation tooling (Castle or similar).
• Experience or curiosity around AI readiness — data labeling, prompt testing, classifier feedback, or red-teaming.
• Able to handle emotionally challenging content with strong self-care practices and personal resilience.

Responsibilities

• Lead complex abuse investigations across categories including deceptive content, hate and discrimination, abuse and harassment, and child safety.
• Serve as a point of contact for Tier 1 vendor support — handle escalations, align training, reinforce policy, and communicate updates to vendor partners.
• Participate in red-teaming to surface classifier blind spots, label datasets, evaluate outputs, and support trust model tuning.
• Lead or co-lead incident response, including on-call participation and post-mortems.
• Document patterns and trends from escalations to inform policy, ML, and product strategy across STOps.
• Represent STOps in cross-functional efforts with Content Safety, Abuse Insights, Account Integrity, and other teams.

Skills

Trust & Safety

Abuse investigations

AI readiness

Emotional resilience

Cross-functional collaboration

On-call availability

Education

Bachelor's degree or equivalent experience in Trust & Safety

Tools

Castle

Job description

Senior Operations Expert - Trust & Safety

• Full-time
• Recruitment type: Permanent

Join the team redefining how the world experiences design.

Thanks for stopping by. We know job descriptions can feel a bit formulaic sometimes, but we promise Canva is anything but. If you're drawn to what we're building and you see yourself in this role, we'd love to hear from you.

Where and How You Can Work

Our offices are a hub for collaboration and energy — and we also believe in working where you do your best thinking. Canva offers flexibility to work in a way that suits you, whether that's remote, hybrid, or in-office.
What You'd Be Doing in This Role

Canva is used by over 150 million people every day — and keeping that platform safe is one of the most important things we do. Our Safety & Trust Operations (STOps) team sits at the centre of that mission, combining deep operational expertise with cross-functional fluency to reduce harm at scale.

As Senior Operations Expert, you'll be a key individual contributor on the STOps team — leading complex abuse investigations, supporting vendor guidance, and contributing to the AI-driven tooling and classifier training that powers our detection capabilities. This is a high-trust, high-responsibility role for someone who thrives in ambiguous environments, handles nuanced decisions with care, and genuinely cares about making the internet safer.

Please note: this role involves regular exposure to sensitive and potentially distressing content, including child safety material. Canva provides dedicated wellbeing support, structured resilience practices, and access to counselling for team members in this function.

At the moment, this role is focused on:

• Leading triage and investigation of escalated abuse cases across categories including deceptive content, hate and discrimination, abuse and harassment, and child safety
• Acting as a point of contact for Tier 1 vendor support — quality escalations, training alignment, and policy reinforcement — and delivering policy updates and edge-case clarification to vendor partners
• Participating in red-teaming exercises to surface classifier blind spots, labelling datasets, evaluating classifier output, and supporting trust model tuning
• Leading or co-leading incident response, including on-call participation and post-mortems
• Documenting patterns and trends from escalations to inform policy, ML, and product strategy across the wider Trust & Safety group
• Representing STOps in cross-functional efforts with Content Safety, Abuse Insights, Account Integrity, and other teams

You're Probably a Match If:

• You have a Bachelor's degree or 3+ years of experience in Trust & Safety, abuse operations, or fraud investigation
• You can own high-risk investigations with clarity and independence, and you're familiar with case investigation tooling (e.g. Castle or similar)
• You bring experience or genuine curiosity around AI readiness — data labelling, prompt testing, classifier feedback, or red-teaming
• You've demonstrated the ability to handle emotionally challenging content while maintaining strong self-care practices and personal resilience
• You collaborate effectively across Policy, Product, Engineering, and Legal — you know how to represent a frontline operational perspective in strategic conversations
• You're flexible and can participate in an on-call rotation, which may include 24/7 coverage and holiday shifts based on operational needs

About the Team

STOps is Canva's frontline safety operations function — the team responsible for investigating abuse, enforcing policy, and building the operational foundation that keeps Canva safe for everyone. We work closely with Content Safety, Abuse Insights, Account Integrity, and our AI and product teams. It's meaningful, challenging work, and we take care of each other while we do it.
What's in It for You?

Canva has grown hugely over the last few years, but we're only just getting started. Here's a taste of what's on offer:

• Equity packages — so you share in Canva's success
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Other stuff to know

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you don't feel like your skills quite match what's listed above — we still want to hear from you!

Please note that interviews are conducted virtually.