Trust & Safety Product Operations Specialist

We are hiring a Trust & Safety Product Operations Specialist to investigate safety incidents and work with the Product and Legal teams to prevent the next one. You will report to the Director of Trust & Safety. You will turn what cases and data show into product feedback and process fixes.

This role uses AI throughout. You will prompt it to query data and build tools, and you will answer for what it produces.

Key Responsibilities

Investigations & Policy

• Run safety investigations from intake through resolution. Weigh conflicting accounts against the evidence, and close each case with a written finding that a second reviewer can verify.
• Handle escalated tickets. Communicate clearly with professionals and partners, and with legal and law enforcement when a case requires it. Tie every resolution to the facts and to our terms.
• Apply Instawork’s Community Guidelines consistently, and propose revisions where cases expose gaps.

Data & Metrics

• Use natural language to generate SQL for our databases. Review each query’s logic and verify its results before you act on them.
• Identify fraud patterns and safety trends yourself, without a technical intermediary. Report what the data supports and where it falls short.
• Track the metrics that show whether Trust & Safety is working, including incident rate, time to first action, appeal overturn rate, and repeat-violation rate. Report results to Product and Legal against targets set by the Director of Trust & Safety.
• Investigate the cause when a metric moves off target, and recommend a response.
• Re-review a sample of closed cases each month to check that findings are accurate and consistent.

Product Operations & Automation

• Test new safety and enforcement features before launch, and send Product written defect reports.
• Help plan outreach to professionals and partners for each new feature, and track adoption from launch.
• Collect and analyze feedback from cases and support channels, and report what it implies for departmental and company planning.
• Build internal tools by prompting AI coding assistants. Check the logic and test the output before a tool touches a live case. Examples include scripts that assemble case evidence and workflows that route incoming reports. Keep data privacy and human review in each tool.
• Find the manual steps that slow investigations and replace them with automation or a tool you build. Maintain what you ship.

What You Bring

• 1+ years in Trust & Safety, Operations, or Compliance.
• Demonstrated ability to weigh conflicting accounts and reach a fair finding under pressure, with a habit of checking your own bias.
• Daily professional use of AI to query data and build tools, and a working knowledge of where it fails.
• Fluency in Excel or Google Sheets, and comfort moving through internal systems to assemble facts.
• Experience tracking and reporting operational metrics, and judgment about which ones mislead.
• Ownership of each case until the underlying problem is solved.

Nice to Have

• SQL, Python (Pandas), or a BI tool such as Looker or Tableau.
• Familiarity with AI coding assistants such as Codex, Claude Code, Cursor, or Replit, or with no-code tools such as Zapier.
• Experience working with external stakeholders such as clients, legal teams, or law enforcement.
• Experience testing or launching product features.
• Background in a marketplace or labor platform.

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