Trust & Safety Specialist — Appeals & Enforcement

substack; New York (NY); On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Equity for all full time roles

Exceptional benefits

Job summary

Substack is seeking a Specialist for its Standards & Enforcement queue. You will own tickets end-to-end, resolve issues accurately, and leverage data and AI tooling to classify, draft, and triage to focus judgment where required.

You will handle high‑volume queues, appeals, DMCA and NCII work, and collaborate with Legal, Policy, and Product teams. The role emphasizes clear communication with users and stakeholders while maintaining SLA discipline.

Qualifications

• 2–4 years in Trust & Safety, support operations, content moderation, or compliance at a tech platform.
• Hands‑on experience handling a high‑volume ticket queue with tight deadlines and accuracy requirements.
• Grasp of enforcement concepts: Appeals, escalation paths, DMCA basics, NCII, data requests, and when to resolve vs. escalate.
• Comfort with data: querying data (SQL a plus), building simple reports on volume, SLAs, backlog.
• Zendesk knowledge and using AI tools for investigations and data analysis.
• Clear writing to users, partners, lawyers and regulators under deadline pressure.
• This role follows a Tue–Sat OR Sun–Thu shift.

Responsibilities

• Work S&E ticket queues daily: spam/abuse reports, suspension appeals, publication appeals, account deletions, policy violations, using macros and SOPs where suitable.
• Handle appeals by checking decisions, weighing context, and delivering a clear outcome.
• Process legal-adjacent tickets (DMCA, trademark, NCII, data-subject requests, LE requests) and know when to elevate to Legal.
• Maintain and optimize Zendesk views, macros, triggers, automations, and SLAs.
• Use AI tools to classify, draft, triage and challenge outputs when inaccurate.
• Continuously improve SOPs and decision trees followed by the team.
• Report on volume, SLAs, backlog; pull and analyze data as needed.
• Coordinate with Legal, Policy, and Product teams to preempt trends.

Skills

Trust & Safety

Support operations

Content moderation

Compliance

Tools

Zendesk

SQL

AI tooling

Reports

Job description

Substack is seeking a Specialist for its Standards & Enforcement queue. You will own tickets end-to-end, resolve issues accurately, and leverage data and AI tooling to classify, draft, and triage to focus judgment where required.

You will handle high‑volume queues, appeals, DMCA and NCII work, and collaborate with Legal, Policy, and Product teams. The role emphasizes clear communication with users and stakeholders while maintaining SLA discipline.