Trust & Safety Specialist, Global Operations

Location: Los Angeles, Canada

Department: Other

Employment Type: Full time

About Snap Inc

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together.

About the Role

Snap Inc is a technology company that believes the camera presents the greatest opportunity to improve the way people live and communicate. We contribute to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together through our core products: Snapchat, a visual messaging app that enhances relationships; Lens Studio, an augmented reality platform powering AR across Snapchat and beyond; and Spectacles, our AR glasses. Join Team Snapchat as a Trust & Safety Specialist in Global Operations, where you'll play a pivotal role in keeping our vibrant community safe amid innovative camera and AR experiences. We're seeking a cool-headed utility player excited to enhance workflows, develop support resources, track community issues, and roll up your sleeves to protect Snapchatters worldwide. Due to the 24/7 nature of Trust & Safety, this role involves a standing schedule that may include weekends, with robust wellness measures in place to support our team. In this dynamic role, you'll review abuse reports, enforce policies with precision, drive workflow improvements, mentor team members through feedback and training, and escalate emerging trends to safeguard our creative culture. As a consultative partner to vendors and stakeholders, you'll ensure high-quality handling of sensitive requests while analyzing data to inform decisions. Your great judgment and problem-solving will help maintain the safety of AR Lenses, ephemeral Stories, and camera-driven interactions that define Snapchat's fun, expressive environment. You'll thrive in our fast-moving, collaborative setting, proactively enhancing the platform for millions of users. We're building a diverse team at Snap that reflects our global community, practicing a 'Default Together' policy with 4+ days in-office to foster innovation in camera technology and AR. If you have a passion for online safety, experience with content moderation, and a knack for data-driven insights, join us to make Snapchat safer and more enjoyable. Snap is an equal opportunity employer committed to inclusive hiring, with competitive pay zones (Zone A: $81,000-$121,000; Zone B: $77,000-$115,000; Zone C: $69,000-$103,000), RSUs, comprehensive benefits, and accommodations for disabilities.

What You'll Do

• Review abuse and safety incident reports, take appropriate action per operations policies, and follow through clearly and consistently on every report
• Drive improvement initiatives by providing guidance on policy development and executing projects that enhance existing workflows
• Review team members’ work, provide feedback, create and deliver training
• Identify and escalate new issues and trends in Snapchat's global community
• Assist in improving support resources and content for Snapchatters
• Serve as a consultative partner with vendor teams, providing expertise for processing requests with high quality and efficiency
• Set an example as an active mentor, demonstrating flexibility and impeccable teamwork to prioritize competing demands
• Collaborate with internal and external stakeholders to safeguard the Snapchat experience
• Monitor and analyze data to proactively address emerging safety risks on the platform
• Contribute to AR and camera-based feature safety, ensuring innovative experiences remain secure

Minimum Qualifications

• Bachelor’s degree, or 4 years of practical experience in lieu of a degree
• 2+ years of experience in content moderation and/or on- or off-platform investigations
• Ability to work a rotating weekend schedule as needed
• Experience reviewing sensitive content with meticulous attention to detail
• Proven track record managing data sets and using data to inform decision making
• Familiarity with online child safety, fraud, spam, or other types of abuse
• Excellent verbal and written communication skills

Preferred Qualifications

• Experience owning complex investigations
• Experience interacting with NCMEC or law enforcement
• Experience working with tools like Zendesk, JIRA, and Looker

Knowledge, Skills & Abilities

• Excellent verbal and written communication
• Meticulous attention to detail
• Data management and analysis
• Agility in adopting new workflows
• Prioritizing competing demands
• Collaborating with stakeholders
• Great judgment and problem-solving
• Knowledge of online safety trends
• Passion for Snapchat and fast-paced environments
• Teamwork and independent work
• Mentoring and training delivery
• Policy development guidance
• Escalation of issues and trends
• Familiarity with Zendesk, JIRA, Looker
• Handling sensitive and disturbing content
• Flexibility for global operations and weekends

Our Benefits

• Paid parental leave
• Comprehensive medical coverage
• Emotional and mental health support programs
• Compensation packages with equity in the form of RSUs
• Support for wellness measures tailored to Trust & Safety team members
• Dynamic collaboration in a 'Default Together' office environment (4+ days per week)
• Opportunities to share in Snap’s long-term success
• Inclusive culture fostering diverse backgrounds and creative innovation

Compensation

$81,000-$121,000 annually

This position is eligible for equity in the form of RSUs.

"Default Together" Policy: At Snap Inc, we practice a "default together" approach and expect team members to work in an office 4+ days per week.

Snap is proud to be an equal opportunity employer.