Trust & Safety Appeals Specialist

  • Individual Contributor
  • TSPA Members
  • Los Angeles, CA, USA, Seattle, WA, USA, San Francisco, CA, USA, New York, NY, USA, Mountain View, CA, USA
  • Experience level: 1+ years

Website Snap, Inc.

This content was reproduced from the employer’s website on March 3, 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 Specialist to join the Trust & Safety team! 

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.

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

  • Enforce content, review content enforcement, and tracking and escalating community issues.

  • Be comfortable with ambiguity and constantly look for ways to improve the overall experience through the subject matter expertise you will develop

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

  • 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

  • Review team members’ work product and provide feedback and training if necessary

  • Assist in improving our appeals process

  • 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

Knowledge, Skills & Abilities:

  • Keep a cool head under pressure, and is excited about improvising workflows and proactively seeking ways to enhance the Snapchat experience

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

  • Comfortable working within a content moderation environment

  • Excellent verbal and written communication skills

  • Ability to prioritize tasks and work independently with minimal oversight

  • Experience collaborating with internal and external stakeholders at all levels of the company

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

  • Developed perspective on prominent trends and issues in the online safety world

  • Able to focus and thrive in a dynamic work environment

  • Working with cross-cultural teams and considering cross-cultural audiences

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

Minimum Qualifications:

  • Flexible work-hours: full-time and weekends as needed

  • Bachelor’s degree or equivalent work experience

Preferred Qualifications:

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

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

  • A passion for Snapchat and online safety

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