Trust & Safety Specialist

Linden Lab•Duluth, GA

10h•$22 - $30•Onsite

About The Position

As a Trust & Safety Specialist for Second Life, you will be responsible for monitoring in-world activities, customer-generated content, and interactions to ensure compliance with community standards, terms of service, and content policies. You will identify and address violations such as harassment, fraud, and abuse, responding promptly to both customer and AI-reported issues. Through thorough investigations, you will assess the severity of incidents like scams or conflicts, enforcing actions including warnings, suspensions, or bans as necessary. In collaboration with Engineering, Product, Legal, and Customer Success teams, you will help develop safety protocols, refine moderation tools, and manage escalated customer concerns to maintain a safe and inclusive platform. In this role, you will track and analyze safety-related incidents and behavior trends, identifying emerging risks and ensuring that Second Life's policies and actions are fair and transparent. You will review customer appeals and re-evaluate enforcement decisions, balancing platform rules with customer needs. Additionally, you will lead educational efforts, creating materials and webinars to inform the community about best practices for safety. Keeping up-to-date with industry standards and legal requirements, you will help ensure compliance with data privacy and customer protection regulations, all while approaching trust and safety challenges with empathy and discretion.

Requirements

Typically 2–5+ years of experience in trust and safety, content moderation, fraud management, community management, or a related field, ideally within virtual worlds, gaming platforms, or online communities
Demonstrated experience investigating customer behavior and enforcing community standards
Strong judgment and ability to apply policies consistently and fairly
Experience managing escalated cases, reviewing appeals, and re-evaluating enforcement decisions
Clear, empathetic written and verbal communication skills
Ability to remain calm and effective in high-severity or emotionally charged situations
High degree of integrity, discretion, and accountability
Comfort using visual collaboration tools for in-office strategy and review sessions

Nice To Haves

Familiarity with AI-driven moderation or detection tools is a plus
Experience collaborating with Legal, Product, Engineering, and Customer Support teams
Experience tracking, analyzing, and reporting trust and safety metrics
Proficiency in de-escalation and conflict mediation techniques
Experience managing crisis or high-impact incidents is a plus
Understanding of virtual world platforms and user-generated content ecosystems is a strong plus

Responsibilities

Monitoring in-world activities, customer-generated content, and interactions to ensure compliance with community standards, terms of service, and content policies.
Identifying and addressing violations such as harassment, fraud, and abuse, responding promptly to both customer and AI-reported issues.
Conducting thorough investigations to assess the severity of incidents like scams or conflicts, enforcing actions including warnings, suspensions, or bans as necessary.
Collaborating with Engineering, Product, Legal, and Customer Success teams to help develop safety protocols, refine moderation tools, and manage escalated customer concerns to maintain a safe and inclusive platform.
Tracking and analyzing safety-related incidents and behavior trends, identifying emerging risks and ensuring that Second Life's policies and actions are fair and transparent.
Reviewing customer appeals and re-evaluating enforcement decisions, balancing platform rules with customer needs.
Leading educational efforts, creating materials and webinars to inform the community about best practices for safety.
Keeping up-to-date with industry standards and legal requirements, helping ensure compliance with data privacy and customer protection regulations, all while approaching trust and safety challenges with empathy and discretion.