Trust and Safety Generalist (Hybrid Brooklyn, NY)
About the role
Etsy's Content Compliance team sits within their global Trust & Safety organization. They focus on meeting regulatory requirements, enforcing against illegal items, and ensuring the items sold on Etsy don't lead to physical harm. This role is based in their Brooklyn, NY headquarters on a hybrid schedule.
Responsibilities
Own policy enforcement and operations.
Develop deep expertise in our policies and protocols, execute enforcement on complex queue workflows, and implement changes when policies, taxonomy, or workflows change.
Drive consistency and quality.
Identify and close gaps in how policy is applied, and apply established guidance to make sound, consistent calls on gray-area decisions.
Take point on high-priority cases and seller escalations, coordinate with Legal, Comms, and Brand, and rotate on-call to resolve critical events.
Keep a tight loop with partners.
Surface trends from enforcement and seller outcomes to Policy, Product, and Engineering to inform policy refinements and tooling improvements.
Surface risks and shape solutions.
Spot emerging abuse trends early, contribute to data-informed analyses and post-mortems, and flag findings with actionable recommendations.
Lead a strategic business area.
Own one or more focus areas within our Ops vertical, with emphasis on enforcement consistency and process improvement.
Requirements
5+ years of experience in Trust & Safety, policy enforcement, compliance, or risk at a technology or marketplace company.
A proven track record of owning seller or user-facing programs, with a genuine instinct for clear, fair communication.
Experience driving consistency and quality across enforcement operations, building frameworks, not just making individual calls.
Skills in managing cross-functional projects and maintaining feedback loops across Policy, Legal, Product, and Comms.
Excellent influencing and communication skills, and the ability to build relationships remotely and across geographies.
Experience handling user problems and high-stakes situations with sound judgment under pressure.
Qualifications
Experience designing or improving seller communications, education programs, or appeals workflows.
Familiarity with legal or regulatory frameworks relevant to marketplace or platform compliance.
Hands-on experience with Trust & Safety tooling and platforms.
Proficiency in SQL or other data querying tools.
Skills
Analytical and human-centered approach.
Comfortable making hard calls in ambiguous situations.
Benefits
We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications. Perks are available through our 3rd-Party Employer of Record (Available upon completion of waiting period for eligible arrangements).
Benefits: Medical, Dental, and 401k (no match)