Online Operations - Trust & Safety Contractor II

Spectraforce Technologies, Inc.; Menlo Park (CA); Remote; USD 55,000 - 96,000; Full time

Job summary

Spectraforce Technologies, Inc. seeks a Trust and Safety Contractor II to support the IP Operations team within the Business Integrity Operations Program Management.

The contractor will process operational queues, handle escalations, investigate complex cases, and perform RCA on emerging issues. The ideal candidate has 2+ years in Trust & Safety or related fields, follows SOPs with precision, and applies sound judgment.

Qualifications

• Bachelor's degree in a related field required.
• 2+ years in Trust & Safety, Content Moderation, Integrity Operations, IP Enforcement or similar.
• Experience with investigations and root cause analysis.
• Experience handling escalations and complex/ambiguous cases.
• Ability to follow SOPs precisely with sound judgment.

Responsibilities

• Process IP operations queues in accordance with SOPs and policy guidelines.
• Triaging, investigating, and routing complex cases.
• Conduct root cause analysis on errors, trends, and process breakdowns.
• Document investigation findings and recommend corrective actions.
• Collaborate with FTes and cross-functional partners to ensure consistent enforcement outcomes.
• Maintain detailed case documentation.
• Contribute to quality assurance reviews.
• Identify and flag SOP gaps and process issues.
• Support continuous improvement initiatives.

Skills

IP enforcement

Trust & Safety

Investigations

Root cause analysis

Escalations

SOP adherence

Communication (written)

Communication (verbal)

Queue-based operations

Education

Bachelor's degree

Job description

Trust and Safety Contractor II

Location: California - Fully Remote

Candidate Location Requirement: Candidate must be currently located in California

Duration: 6 Months, with high potential for extension

Start Date: ASAP

Positions: 1

Travel: None

Interview Process: 2 rounds via Zoom

Interview Duration: 30 minutes per round

Position Summary

We are seeking a Trust and Safety Contractor II to provide staff augmentation support for the Intellectual Property (IP) Operations team within Business Integrity Operations Program Management.

The contractor will work directly alongside FTEs to process operational queues according to established SOPs, handle escalations, investigate complex cases, and perform root cause analysis (RCA) on emerging issues.

The ideal candidate will have 2+ years of experience in Trust & Safety, content operations, integrity/IP enforcement, or a comparable operational program management environment. They should be comfortable following established processes with a high degree of rigor while applying sound judgment to nuanced or ambiguous cases.

This role will support IP enforcement workflows during a period of elevated volume and will be critical to maintaining throughput, SLA compliance, quality, and consistent policy application.

Key Responsibilities

• Process IP operations queues in accordance with documented SOPs and policy guidelines.
• Handle escalations by triaging, investigating, and routing complex cases to the appropriate stakeholders.
• Conduct root cause analysis (RCA) on errors, trends, and process breakdowns.
• Document investigation findings and recommend corrective actions.
• Collaborate closely with FTE counterparts and cross-functional partners to ensure consistent enforcement outcomes.
• Maintain accurate and detailed case documentation.
• Contribute to quality assurance reviews.
• Identify and flag process gaps, SOP ambiguities, and potential operational issues.
• Support continuous improvement initiatives and evolving processes.
• Investigate intellectual property infringement cases within operational queues.
• Work effectively in a fast-paced, queue-based environment with shifting priorities.

Required Qualifications

• Bachelor's degree in a related field required.
• 2+ years of experience in one or more of the following:
  • Trust & Safety Operations
  • Content Moderation
  • Integrity Operations
  • Intellectual Property (IP) Enforcement
  • Comparable operational program management
• Experience with investigations and root cause analysis.
• Experience handling escalations and complex or ambiguous cases.
• Demonstrated ability to follow SOPs precisely while exercising sound judgment when situations are nuanced or unclear.
• Strong written and verbal communication skills.
• Strong attention to detail.
• Ability to work effectively in a fast-paced, queue-based environment.
• Ability to manage shifting priorities while maintaining quality and accuracy.

Nice-to-Have Qualifications

• Previous experience working with investigation queues.
• Previous experience supporting IP enforcement operations.
• Previous experience working with similar operational queues.
• Former experience with the company is a plus.