Trust & Safety Contractor II

Position Overview

We are seeking contingent workers to provide staff augmentation for the IP Operations team within Business Integrity Operations Program Management. This role will work directly alongside FTEs to process operational queues following established SOPs, handle escalations, and perform root cause analysis (RCA) on emerging issues.

The ideal candidate will have 2+ years of experience in Trust & Safety, Content Operations, or Integrity Program Support, with the ability to follow processes rigorously while exercising sound judgment on complex or ambiguous cases. This role is critical to maintaining throughput and quality across IP enforcement workflows during periods of elevated volume.

Key Responsibilities

• Process IP operations queues in accordance with documented SOPs and policy guidelines.
• 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 findings and recommend corrective actions to improve operational processes.
• Collaborate with FTE counterparts and cross-functional partners to ensure consistent enforcement outcomes.
• Maintain accurate case documentation and contribute to quality assurance reviews.
• Identify process gaps or SOP ambiguities and support continuous improvement initiatives.
• Maintain SLA compliance, quality standards, and consistent policy application across operational workflows.

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 sound judgment on nuanced or ambiguous cases.
• Experience with escalation handling, root cause analysis (RCA), and operational reporting.
• Strong written communication skills and exceptional attention to detail.
• Comfortable working in fast-paced, queue-based environments with shifting priorities.
• Ability to collaborate effectively with cross-functional teams and stakeholders.