Trust & Safety Product Operations Specialist

Instawork•San Francisco, CA

7d•Onsite

About The Position

Instawork is hiring a Trust & Safety Product Operations Specialist to investigate safety incidents and work with Product and Legal teams to prevent future incidents. Reporting to the Director of Trust & Safety, this role translates case findings and data into product feedback and process improvements. The position uses AI to query data and build tools, with the specialist responsible for reviewing and validating AI-generated outputs. The specialist manages investigations from intake through resolution, applies Community Guidelines consistently, tracks and reports operational metrics, and helps test and launch safety features. The role also identifies manual workflows that can be improved through automation while ensuring data privacy and human review. Instawork works in person five days a week across its offices and hubs.

Requirements

At least 1 year of experience in Trust & Safety, Operations, or Compliance.
Demonstrated ability to weigh conflicting accounts and reach fair findings under pressure, with a habit of checking personal bias.
Daily professional use of AI to query data and build tools, and working knowledge of its limitations.
Fluency in Excel or Google Sheets and comfort using internal systems to assemble facts.
Experience tracking and reporting operational metrics, and judgment about which metrics may be misleading.
Ownership of cases through resolution of the underlying problem.

Nice To Haves

SQL, Python (Pandas), or experience with a BI tool such as Looker or Tableau.
Familiarity with AI coding assistants such as Codex, Claude Code, Cursor, or Replit, or 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.

Responsibilities

Run safety investigations from intake through resolution, weigh conflicting accounts against evidence, and document findings so another reviewer can verify them.
Handle escalated tickets and communicate with professionals, partners, legal teams, and law enforcement when needed.
Tie case resolutions to the facts and Instawork’s terms; apply Community Guidelines consistently and propose revisions when cases reveal gaps.
Use natural language to generate SQL queries, review their logic, verify results, and identify fraud patterns and safety trends.
Report data findings and limitations; track 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 off-target metrics, and recommend responses.
Re-review a monthly sample of closed cases for accuracy and consistency.
Test safety and enforcement features before launch and send written defect reports to Product.
Help plan outreach to professionals and partners for new features and track adoption after launch.
Collect and analyze feedback from cases and support channels, and report its implications for departmental and company planning.
Build internal tools using AI coding assistants, check their logic, and test their output before using them on live cases.
Ensure tools preserve data privacy and human review; automate or build tools to replace manual steps that slow investigations, and maintain shipped tools.