Trust & Safety Specialist
Core
Customer-facing specialist handling high-risk, policy-driven interactions including privacy requests, DMCA claims, law enforcement inquiries, and abuse appeals to protect platform integrity.
Role type
Trust & Safety Specialist (Customer Support)
Builds
End-to-end workflows for sensitive cases, playbooks, SOPs, and decision frameworks for the Support organization.
Domain
SaaS developer platform / Trust & Safety / Legal Compliance
Deliverable
client delivery
Required skills
Judgment in ambiguous situations, translating legal/policy requirements into processes, building SOPs and playbooks, cross-functional collaboration with Legal/Security, operating support tooling (Zendesk), balancing risk and user experience.
Preferred skills
Experience with developer tools or SaaS infrastructure, knowledge of global regulatory frameworks (GDPR, CCPA), designing automation and workflow systems.
Technologies
Zendesk, Stripe, Slack, Orb
Responsibilities
Handle end-to-end customer interactions for privacy, DMCA, law enforcement, and abuse cases; Triage and respond to high-risk support tickets ensuring compliance; Partner with Legal/Security to translate policies into actionable workflows; Build and maintain playbooks and SOPs; Design processes for scalable handling of trust and safety workflows; Identify patterns to reduce risk and improve experience; Define escalation paths for ambiguous cases; Build reporting on key metrics; Support training for frontline teams.
Seniority
Mid-level (4+ years experience), hands-on operator and systems builder