Trust & Safety Specialist — Appeals & Enforcement

Substack; San Francisco (CA); Sur place; USD 75 000 - 85 000; Plein temps

Avantages offerts par ce poste

Equity

Exceptional benefits

Wellness support

Résumé du poste

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 tools to classify and triage. You will work with Legal, Policy, and Product teams, handling DMCA, NCII, and data-subject requests, and maintaining Zendesk configurations.

You'll review content marked as harassment, self-harm, or safety risk, and communicate clear outcomes to users. The role runs Tue–Sat and offers equity and strong benefits.

Qualifications

• 2–4 years in Trust & Safety, support operations, content moderation, or compliance at a tech platform.
• Experience handling high‑volume ticket queues with strict deadlines and accuracy.
• Working grasp of enforcement concepts: Appeals, escalation paths, NCII, DMCA basics.
• Comfort with data: query SQL, spot anomalies, and build basic reports.
• Zendesk knowledge and using AI tools for investigations and data analysis.
• Excellent writing for frustrated users, partners, and sometimes lawyers.
• Ability to work under deadline pressure; strong judgment.
• This role runs Tue–Sat shifts.

Responsabilités

• Manage S&E queues day to day: spam/abuse reports, suspension appeals, publication appeals, deletion requests, and policy violations.
• Apply macros and SOPs where appropriate; use judgment where not.
• Review appeals: check original decision, weigh context, and write clear outcomes.
• Handle legal-adjacent tickets (DMCA, NCII, data-subject requests) and know when to elevate.
• Maintain Zendesk: views, macros, triggers, automations, SLAs.
• Leverage AI tools to classify, draft, triage, and challenge results when needed.
• Improve SOPs and decision trees; train teammates.
• Report on volume, SLAs, backlog; pull and analyze data as needed.
• Collaborate with Legal, Policy, and Product to anticipate trends.

Connaissances

Trust & Safety

Support operations

Content moderation

SQL

Data analysis

Clear writing

Decision making under deadline

Good judgment

Zendesk

Outils

Zendesk

Description du poste

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 tools to classify and triage. You will work with Legal, Policy, and Product teams, handling DMCA, NCII, and data-subject requests, and maintaining Zendesk configurations.

You'll review content marked as harassment, self-harm, or safety risk, and communicate clear outcomes to users. The role runs Tue–Sat and offers equity and strong benefits.