Trust & Safety Contractor

Contingent role providing staff augmentation for the IP Ops team within Business Integrity Operations Program Management.

About the role

You will work directly alongside full-time employees to process operational queues following established SOPs, handle escalations, and perform root cause analysis (RCA) on emerging issues. This role is critical to maintaining throughput and quality on IP enforcement workflows during a period of elevated volume.

Responsibilities

• Process IP operations queues in accordance with documented SOPs and policy guidelines
• Handle escalations by triaging, investigating, and routing complex cases to appropriate stakeholders
• Perform root cause analysis (RCA) on errors, trends, and process breakdowns; document findings and recommend corrective actions
• Collaborate with FTE counterparts and cross-functional partners to ensure consistent enforcement outcomes
• Maintain accurate case documentation and contribute to quality assurance reviews
• Flag process gaps or SOP ambiguities and support continuous improvement initiatives

Requirements

• 2+ years of experience in trust & safety operations, content moderation, integrity/IP enforcement, or a comparable operational program management role
• Demonstrated ability to follow SOPs precisely while exercising judgment on nuanced or ambiguous cases
• Experience with escalation handling, root cause analysis, and operational reporting
• Strong written communication skills and attention to detail
• Comfortable working in fast-paced, queue-based environments with shifting priorities

Pay

$35.00 - $40.00 per hour. Non-exempt positions are eligible for overtime at 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law.

Benefits

Full-time employees are eligible to select from different benefits packages, which may include:

• Medical, dental, and vision benefits
• Health savings accounts with qualified medical plan enrollment
• 10 paid days off, 3 days paid bereavement leave
• 401(k) plan participation with employer match
• Life and disability insurance
• Commuter benefits
• Dependent care flexible spending account
• Accident, critical illness, and hospital indemnity insurance
• Accommodations and reimbursement for work travel
• Discretionary performance or recognition bonus

Sick leave and mobile phone reimbursement provided based on state or local law.