Standards & Enforcement Specialist

Responsibilities

• Manage Standards & Enforcement queues covering spam and abuse reports, suspension appeals, publication appeals, account deletion requests, and user-reported policy violations.
• Apply macros and SOPs appropriately, using judgment for exceptions and precedent-setting cases.
• Review appeals, reassess original enforcement decisions, evaluate new context, and communicate clear outcomes.
• Handle legal-adjacent tickets involving DMCA, trademark, non-consensual intimate imagery (NCII), data-subject requests, and law-enforcement requests; resolve or escalate to Legal as appropriate.
• Maintain Zendesk views, macros, triggers, automations, and SLAs.
• Use AI tools for ticket classification, drafting, triage, investigations, and data analysis, while identifying and challenging inaccurate outputs.
• Improve SOPs and decision trees.
• Report on ticket volume, SLAs, and backlog; query and analyze data as needed.
• Collaborate with Legal, Policy, Product, and Engineering teams on emerging trends and internal tooling or reporting.
• Work a Tuesday-to-Saturday shift and review potentially disturbing content, including harassment, self-harm, violence, and child-safety material.

Requirements

• 2–4 years of experience in Trust & Safety, support operations, content moderation, or compliance at a technology platform.
• Experience managing a high-volume ticket queue where accuracy and deadlines are critical.
• Working knowledge of platform enforcement concepts, appeals, escalation paths, NCII, DMCA basics, and legal processes affecting platforms.
• Ability to query and interpret data, identify anomalies, and create basic reports on volume, SLAs, and backlog.
• Zendesk experience and familiarity with AI tools for investigations and data analysis.
• Excellent written communication for users, cross-functional partners, lawyers, and regulators.
• Sound judgment under deadline pressure.

Preferred Qualifications

• Experience with privacy requests, including GDPR and CCPA; DMCA/IP complaints; law-enforcement requests; or regulatory correspondence.
• Familiarity with DSA/OSA transparency-reporting obligations.
• Experience translating regulatory requirements into operational or system requirements.
• Experience working with engineers to ship internal tooling or reports.

Compensation and Benefits

• Cash compensation salary range: $75,000–$85,000.
• Equity for all full-time roles and exceptional benefits.
• Wellness support and workload management for exposure to disturbing content.