Trust & Safety Investigator (CSAM/NCII Response)

Shutterfly; Eden Prairie (MN); Remote; USD 128,000 - 154,000; Full time

Benefits offered by this job

Bonus potential

Health benefits

401(k) program

Remote work

Job summary

Shutterfly is seeking a Trust and Confidence Specialist to help protect customers and the platform from harmful content. You will coordinate intake, triage, and resolution of incidents, oversee third‑party reporting to the NCMEC, and support investigations involving CSAM, NCII, fraud, impersonation, harassment, and platform abuse.

The role blends investigative work with vendor and program operations. The position may be remote within US states where Shutterfly is registered, with potential

Qualifications

• 3–7+ years in investigations, trust & safety, intelligence analysis, law enforcement, security operations, fraud prevention, or related fields.
• Experience liaising with or supporting law enforcement engagement processes.
• Experience handling sensitive confidential matters.
• Strong investigative and analytical skills.
• Excellent written communication and documentation.
• Basic understanding of online abuse vectors and digital evidence handling.
• Demonstrated ability to work cross-functionally with Legal, Engineering, and other internal stakeholders.

Responsibilities

• Coordinate intake, triage, and resolution of trust and safety incidents.
• Coordinate and oversee third-party reporting of qualifying incidents to the NCMEC CyberTipline.
• Support investigations involving CSAM, NCII, fraud, impersonation, harassment, and platform abuse.
• Maintain evidence and documentation standards.
• Serve as a primary coordinator for third-party moderation providers.
• Internal point of contact for case escalations from third-party providers and law enforcement inquiries, routing to Legal and other stakeholders as needed.
• Manage third-party vendor contracts and onboarding, including scope of work, data handling requirements, and offboarding procedures.
• Track SLA and vendor performance.
• Review case status and outcomes reported by third-party providers to validate progress and resolution.
• Identify trends and surface findings to inform policy and process changes.
• Monitor legal, regulatory, and industry developments related to online trust, safety, and abuse reporting requirements.
• Develop metrics and reporting to track program performance, identifying opportunities for organizational or process change.
• Identify and lead process and automation improvements to increase operational efficiency across trust and confidence workflows.

Skills

Investigations

Trust & Safety

Analytical skills

Law enforcement liaison

Written communication

Confidential handling

Tools

NCMEC reporting

Job description

Shutterfly is seeking a Trust and Confidence Specialist to help protect customers and the platform from harmful content. You will coordinate intake, triage, and resolution of incidents, oversee third‑party reporting to the NCMEC, and support investigations involving CSAM, NCII, fraud, impersonation, harassment, and platform abuse.

The role blends investigative work with vendor and program operations. The position may be remote within US states where Shutterfly is registered, with potential