Trust & Safety Appeals Lead

  • People Management
  • TSPA Members
  • Los Angeles, CA, USA, Mountain View, CA, USA, San Francisco, CA, USA, Seattle, WA, USA or New York, NY, USA
  • Experience level: 4+ years

Website Snapchat

This content was reproduced from the employer’s website on February 27, 2022. Please visit their website below for the most up-to-date information about this position.

Snap Inc. is a camera company. We believe that reinventing the camera represents our greatest opportunity to improve the way people live and communicate. Our products empower people to express themselves, live in the moment, learn about the world, and have fun together.

Snapchat is a camera and messaging app that connects people to their friends and the world. Every day around the globe, millions of people use Snapchat to communicate with friends, build relationships, play, and learn. No matter where you are or how you express yourself, it’s always the fastest way to share a moment!   

The Trust & Safety (T&S) Team plays an important role in protecting our Snapchatters from content that violates our terms of service or Community Guidelines — while constantly embodying our values of Kind, Smart, and Creative. The T&S team helps create a safe platform experience so that all of our users around the world are empowered to enjoy their experience on our platform, every day. We take great pride in our work as digital first responders and hope you would consider joining our community.

We’re looking for a Trust & Safety Appeals Lead to join the Trust & Safety team! 

What you’ll do:

  • Help develop and evolve the ways in which appeals will be adjudicated

  • Develop and maintain expertise in all current and future T&S workflows

  • Review and adjudicate whether Snap’s Community Guidelines and policies have been interpreted and enforced correctly

  • Responsible for working with other team members and vendor partners and responding to time-sensitive inquiries from our Snapchatters

  • Collaborate with the Global Security, Engineering, Policy, Customer Operations, and Legal teams, as well as some external safety partners to help keep Snapchatters safe

  • Review, investigate, and process reported escalations and respond to sensitive inquiries with high quality, accuracy, and speed

  • Investigate, troubleshoot, and drive escalations to resolution and communicate to cross-functional partners when appropriate throughout the whole process

  • Be comfortable dealing with high pressure appeals, ambiguity and grey areas, and collaborating with subject matter experts across Snap to quickly resolve issues while bringing your own subject matter expertise

  • Remain up-to-date on key workflow changes and policy updates while also assisting in their creation and implementation

  • Be willing and able to work with sensitive issues and content that includes but is not limited to child exploitation, graphic violence, self-injury, suicide which may be considered offensive or disturbing

  • As an Appeals Lead, you will develop and manage cross-functional relationships with Engineering, Product, Legal and Operations Teams in a multifaceted effort to improve processes for identifying and resolving appeals issues on Snap’s platforms

  • You will be responsible to analyze market trends and best practices, set forward-looking strategy, and implement scaled solutions to solve user safety and quality issues, to ensure a high-quality user experience across Snap products

Knowledge, Skills & Abilities:

  • Background in Trust & Safety, content moderation or related field

  • Subject matter expertise developed via academics, industry, or extra-curriculars in one or more topic areas of Snap’s Community Guidelines

  • Demonstrated facility in developing and conducting training for different cultural audiences

  • Shown ability to work directly with all cross-functional teams and management

  • Excellent verbal and written communication skills

  • Great judgment and ability to problem-solve, both independently and with peers

  • A team player who’s willing to get their hands dirty and help where needed

  • Comfortable working within a content moderation environment

  • Experience driving high-priority case through process of resolution

  • Track record of scaling operations in a fast-paced and dynamic environment

  • Self-Starter – takes initiative to identify opportunities to improve or build on processes and work products

Minimum Qualifications:

  • 4+ years of relevant experience in online operations, content moderation, project management, consulting, internet policy, online escalations, user support, or equivalent relevant experience

  • Bachelor’s degree or equivalent work experience

Preferred Qualifications:

  • 1+ years of previous people management experience

  • Deep knowledge and passion for Snapchat and online safety

  • Knowledge of social media challenges and sensitivity to safety, regulatory, or compliance issues

  • Experience with analytical tools (Like Excel, Looker or SQL)

To apply for this job please visit wd1.myworkdaysite.com.