Trust & Safety Enforcement & Appeals Specialist

Substack; United States; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Substack is seeking a Trust & Safety Specialist to own the queue end to end, resolving tickets accurately and on time while using data and AI tooling to classify, draft, and triage for efficient outcomes.

You will handle spam, abuse, appeals, DMCA and other legal-adjacent tickets; maintain Zendesk; report on volume and SLAs; collaborate with Legal, Policy, and Product. This role runs Tue–Sat and involves reviewing disturbing content with wellness support.

Qualifications

• 2-4 years in Trust & Safety, support operations, content moderation, or compliance at a tech platform.
• Hands-on experience working a high-volume ticket queue where accuracy and deadlines matter.
• Understanding of appeals, escalation paths, NCII, DMCA basics, and how legal process touches a platform.

Responsibilities

• Work the S&E queues day to day: spam and abuse reports, suspension appeals, publication appeals, account deletion requests, and user-reported policy violations, applying macros and SOPs where they fit and judgment where they don't.
• Handle appeals with care: check the original enforcement decision, weigh new context, and write a clear outcome the user can understand, whether it's an overturn or a hold.
• Handle legal-adjacent tickets from SOPs; DMCA, trademark, NCII, data-subject requests, LE requests, knowing when to resolve and when to escape to Legal fast.
• Maintain the Zendesk setup the team runs on: views, macros, triggers, automations, SLAs.
• Use AI tools to make ticket review more efficient; classification, drafting, triage, and challenge them when they get it wrong.
• Continuously improve the SOPs and decision trees the rest of the team follows.
• Report on volume, SLAs, and backlog. Pull your own data and analyze as needed.
• Work with Legal, Policy, and Product teams as necessary before trends become a problem.

Skills

Trust & Safety

Content Moderation

SQL

Zendesk

Data Analysis

Writing

Tools

Zendesk

SQL

Job description

Substack is seeking a Trust & Safety Specialist to own the queue end to end, resolving tickets accurately and on time while using data and AI tooling to classify, draft, and triage for efficient outcomes.

You will handle spam, abuse, appeals, DMCA and other legal-adjacent tickets; maintain Zendesk; report on volume and SLAs; collaborate with Legal, Policy, and Product. This role runs Tue–Sat and involves reviewing disturbing content with wellness support.