Trust and Safety Operations Analyst

Role Overview

• Triage and resolve T&S escalations coming through internal channels, including suspension/reinstatement requests, CX escalations, host/user reports, and other abuse-related inquiries.
• Conduct daily enforcement operations, including account suspension, reinstatement review, bulk suspension workflows, and coordination with Engineering when tooling gaps require manual support.
• Review and investigate abuse reports from hosts, customers, support tickets, enforcement actions, and internal QA signals to determine whether additional action or deeper investigation is needed.
• Monitor risk and abuse signals
• including abuse telemetry, investigation outputs, model signals, and product signals
• across internal telemetry, undeliverable activity, product usage patterns, and investigation queues to identify trends, tactic shifts, anomalies, and emerging abuse patterns.
• Perform in-depth investigations into suspicious behavior, distinguishing between legitimate outlier activity and true spam/abuse patterns using account history, velocity signals, behavioral context, and product interaction data.
• Develop and maintain playbook rules that standardize workflows, decision-making, and response protocols across customer interactions.
• Build and maintain workflows and automations within our tooling stack to support signal management, including leveraging AI/ML-enabled approaches to identify, track, and close the loop on abuse patterns.
• Partner with Product and Engineering to understand internal systems deeply, identify weak points in detection coverage, stress test mitigation strategies, and translate operational findings into requirements, prioritization inputs, or mitigation recommendations.
• Maintain review cadences and operational reporting, including weekly investigation reviews, abuse trend summaries, SLA/volume tracking, and recommendations for improving T&S coverage, quality, and responsiveness.

Requirements

• 5+ years of experience in Product Operations, Technical Program Management, Risk Operations, Engineering Operations, or a related operational role supporting software, platform, or customer-facing teams.
• Experience managing operational workflows, queues, escalations, investigations, or review cadences in a cross-functional environment.
• Strong operational rigor, follow-through, and attention to detail, with the ability to manage recurring processes, document decisions, and ensure issues move to resolution.
• Ability to analyze signals from multiple sources — such as support tickets, customer reports, internal tooling, enforcement actions, product usage, or operational dashboards — and identify patterns or recurring issues.
• Familiarity with tools commonly used to manage operational work and synthesize information, such as Jira, Confluence, Slack, dashboards, ticketing systems – and AI tools used to summarize findings, identify patterns, reduce manual work, or support operational analysis and reporting.
• Strong communication skills, with the ability to provide clear status updates, summarize findings, and escalate risks or decisions to the right stakeholders.
• Experience partnering with Product, Engineering, CX, Security, Legal, or other cross-functional teams to improve workflows, resolve issues, and surface operational gaps.

Benefits

• Top Performer Bonus program
• equity awards
• competitive benefits