Trust & Safety Specialist, Global Operations

Snap Inc.•Los Angeles, CA

22h•$33 - $58•Onsite

About The Position

Snap Inc. is seeking a Trust & Safety Specialist to support Snapchat’s global safety operations. The role reviews abuse and safety incident reports, investigates complex and high-risk issues, applies policies consistently, and works with cross-functional partners to protect the community and improve the Snapchat experience. It requires sound judgment, careful analysis of competing evidence, clear documentation, and comfort working with sensitive content that may be offensive or disturbing. Snap states that wellness measures and support are in place for team members doing this work. The position is part of a global team providing user support at all times. It is a full-time weekend-shift role scheduled Saturday through Wednesday, including both Saturdays and Sundays, with holiday availability as needed. Snap’s default-together policy expects employees to work in an office four or more days per week. The role is eligible for equity in the form of RSUs. U.S. base hourly ranges vary by pay zone: Zone A (California, Washington, and New York City), $38.94–$58.17; Zone B, $37.01–$55.28; and Zone C, $33.17–$49.51. Starting pay depends on job-related skills, experience, qualifications, work location, and market conditions.

Requirements

Bachelor’s degree or equivalent work experience.
At least 2 years of relevant work experience.
Excellent verbal and written communication skills, including experience documenting complex investigations.
Experience reviewing sensitive content with meticulous attention to detail.
Familiarity with severe harms, including child exploitation, graphic violence, and self-harm, which may be considered offensive or disturbing.
Comfort applying policies with nuance.
Proven ability to manage data sets and use data to inform decisions.
Ability to adapt to new workflows and prioritize competing demands.
Experience collaborating with internal and external stakeholders at various levels.
Strong judgment and problem-solving skills, including weighing competing evidence, identifying information gaps, and clearly explaining analysis and justifications.
Developed perspective on prominent trends and issues in online safety.
Passion for Snapchat and ability to thrive in ambiguous, fast-moving environments.
Ability to work well as part of a team and independently with minimal oversight.
Ability to navigate competing obligations, such as safety versus privacy or compliance, within a single escalation.
Intellectual curiosity to investigate root causes rather than only resolve the immediate issue.
Willingness and ability to work with sensitive issues and content that may be offensive or disturbing.
Availability to work a regular Saturday-to-Wednesday shift, including Saturdays and Sundays, and holidays as needed.

Nice To Haves

Experience interacting with NCMEC or law enforcement.
Familiarity with AI and use of large language models (LLMs).
Experience with tools such as Zendesk, JIRA, and Looker.
Arabic or French speaking and reading proficiency.
Experience owning complex investigations.

Responsibilities

Review abuse and safety incident reports, take appropriate action under operations policies, and follow through clearly and consistently.
Conduct complex investigations, weigh competing evidence, apply policies with nuance, and partner with Legal, Policy, Engineering, and other teams on high-risk investigations and root-cause analyses.
Identify, analyze, and escalate new issues and trends.
Provide continuous feedback to team members and create and deliver trainings.
Serve as a consultative partner to the vendor team, providing expertise for high-quality and efficient processing of requests.
Drive improvement initiatives by advising on policy development and executing projects to enhance existing workflows.
Work with peers to prioritize competing demands effectively.