Online Operations - Trust & Safety Contractor II

Job Title: Trust & Safety Contractor II

Location: New York, NY - Fully Remote

Candidate Location Requirement: Candidate must be located in New York

Start Date: ASAP

Duration: 6 months, with high potential for extension

Education: Bachelor's degree in a related field required

Experience: 2+ years

Work Arrangement: Fully Remote

We are seeking a Trust & Safety Contractor II to provide operational support for an Intellectual Property (IP) Operations team within Business Integrity Operations. The contractor will work closely with full-time employees to process operational queues, handle escalations, investigate complex cases, and perform root cause analysis (RCA) on emerging issues.

The ideal candidate will have 2+ years of experience in Trust & Safety, content operations, integrity operations, IP enforcement, or a similar operational program management environment. The candidate should be comfortable following established procedures while exercising sound judgment when handling nuanced or ambiguous cases.

This role is critical to maintaining operational throughput, quality, and SLA compliance during periods of elevated volume.

• Process Intellectual Property operations queues in accordance with documented SOPs and policy guidelines.
• Investigate intellectual property infringement cases and ensure appropriate enforcement actions.
• Handle escalations by triaging, investigating, and routing complex cases to the appropriate stakeholders.
• Perform Root Cause Analysis (RCA) on errors, trends, and process breakdowns.
• Document investigation findings and recommend corrective actions.
• Collaborate with FTE counterparts and cross-functional teams to ensure consistent enforcement outcomes.
• Maintain accurate case documentation and contribute to quality assurance reviews.
• Identify process gaps, SOP ambiguities, and operational inefficiencies.
• Support continuous improvement initiatives and help develop improved processes.
• Work effectively in queue-based environments while managing shifting priorities and high volumes.

• 2+ years of experience in one or more of the following:
  
  
  
  • Trust & Safety Operations
  • Content Moderation
  • Integrity Operations
  • Intellectual Property (IP) Enforcement
  • Investigations
  • Operational Program Management
  • Similar operational environments
  
  
  
  
• Experience conducting investigations and Root Cause Analysis (RCA).
• Experience handling escalations and complex or ambiguous cases.
• Demonstrated ability to follow SOPs and policy guidelines precisely while applying sound judgment.
• Strong written and verbal communication skills.
• Excellent attention to detail and documentation skills.
• Ability to work effectively in a fast-paced, queue-based environment.
• Comfortable working with ambiguity and changing priorities.
• Bachelor's degree in a related field required.

• Previous experience working with investigation or enforcement queues.
• Experience supporting Intellectual Property rights or infringement operations.
• Previous experience with similar large-scale Trust & Safety operations.
• Prior experience with the organization is a plus.