# Standards & Enforcement Specialist

**Company:** [Substack](https://hotfix.jobs/companies/substack)
**Location:** New York, NY, San Francisco, CA
**Role:** Customer Support
**Salary:** $75k – $85k/yr
**Experience:** 2+ years
**Skills:** Trust & Safety, Content Moderation, Compliance, Zendesk, SQL, Artificial Intelligence, Data Analysis, Dmca, GDPR, CCPA, Dsa, Osa, SOPs, Ticket Triage
**Posted:** 2026-09-03

> Owns high-volume Standards & Enforcement queues, resolving appeals and legal-adjacent requests while improving SOPs, Zendesk workflows, reporting, and AI-assisted triage. Requires 2–4 years of platform Trust & Safety or related experience, strong judgment, data skills, and clear writing.

## Job Description

## 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.

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