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This role will report to the Director of Trust & Safety. Our team needs someone who will be passionate about keeping the platform safe, who is interested in world events and social movements, who is unafraid to roll up their sleeves, and who is eager to shape the future of our program.

As Trust & Safety Senior Specialist, you will:

• Own daily escalations of user flags and coordinate priority cases with Legal and Engineering teams to address priority cases.
• Moderate high-priority content, staying vigilant for emerging sensitive topics and trends like disinformation campaigns.
• Conduct research on new policy issues to develop robust enforcement guidelines.
• Assess processes and systems and propose improvements to T&S operations.
• Analyze data and develop new metrics and dashboards to monitor performance.
• Provide quality assurance and guidance for junior agents, preparing complex topics for structured review and synthesizing the results for trend escalations.
• Improve assessment frameworks and contribute to core policy debates.
• Explore  AI tools and develop moderation examples for calibration, as well as test automated content analysis.

The most important skills and capabilities for the role are:

• Exceptional judgment in handling challenging cases and adaptability in high-volume environments.
• The ability to absorb and become fluent in complex internal policies and procedures.
• Strong writing skills for delicate communication with users, complicated information sharing with counterparts, documentation, etc.
• Outstanding project management skills, attention to detail, and organizational discipline.
• Structured thinking with the ability to organize complex information and produce flowcharts, decision trees, tables, etc.
• Learning new IT tools quickly and get creative with improvements and configurations, such as content moderation software, Salesforce, etc.
• Strong interest in global events, social movements, and developments in the field of Trust & Safety.
• Strong ability to enforce our policies in a time sensitive environment.
• Exceptional interpersonal and communication skills, with the ability to effectively collaborate with diverse teams.
• Comfortable working with ambiguity and adapting to procedural changes.
• A proactive mindset and the ability to take initiative in identifying and addressing gaps in processes and systems.
• Passionate about promoting and maintaining a safe and inclusive online environment for all users. 

Target Experience:

• 3+ years of relevant experience in content moderation, trust and safety, risk management, or a similar field. 

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