Integrity Operations Specialist, Scaled Abuse

What You'll Do

• Investigate and take action on user reports and proactive detections related to safety concerns, specifically within the Spam, Scam & Fraud space, applying policies and operational guidelines to make fair, consistent decisions
• Handle a high volume of cases with strong attention to detail, balancing efficiency with thoughtful decision-making
• Navigate new workflows and often less defined cases, combining available guidance and sound judgment to make decisions independently
• Apply critical thinking to assess context, identify patterns, and contribute to well-reasoned outcomes
• Share observations and insights that help improve operational processes, consistency, and overall safety outcomes
• Collaborate with cross-functional teams, including Integrity Operations, Product, and Engineering to escalate complex cases when needed and provide consistent feedback on evolving moderation tooling
• Use AI-supported tools and internal systems to support workflows, improve efficiency, and enhance decision-making, while reviewing outputs carefully for accuracy and fairness
• Participate in on-call rotations, including evenings, weekends, and holidays, supporting global operations

About You

• Typically requires 1-2 years of experience, though we welcome candidates with alternative backgrounds that demonstrate equivalent skills
• Experience in Trust & Safety, customer support, crisis response, or content moderation, ideally with a focus in the Spam, Scam & Fraud policy domain
• Strong critical thinking skills, with the ability to assess situations, follow guidance, and make sound decisions even when information is incomplete
• Analytical mindset, with the ability to investigate complex cases while concurrently tracking evolving patterns and emerging trends for policy guideline iteration
• Comfortable working within established processes while also navigating less structured tasks, using available guidance and sound judgment to work independently when needed
• Flexible and open to evolving responsibilities, workflows, and team needs
• Confident using digital tools and systems, with the ability to learn new technologies and workflows quickly, including AI-enabled tools that support day-to-day work
• A clear and compassionate communicator, with strong written and verbal skills
• Works collaboratively, takes ownership of tasks, and approaches work with an agile and solutions-focused mindset
• Comfortable working in a hybrid environment, balancing in-office collaboration with remote, independent work