Senior Trust & Safety Specialist

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. The Company’s three core products are Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world; Lens Studio, an augmented reality platform that powers AR across Snapchat and other services; and its AR glasses, Spectacles.

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 us. 

We’re looking for a Sr. Specialist to join Team Snap’s growing Proactive Trust & Safety Operations team! You will be expected to proactively investigate violations of our Community Guidelines and Terms of Service, and to flex in to support the larger T&S team as needed. We are looking for someone who is able to keep a cool head under pressure, and is excited about cross-functional work with our Public Policy, Product and Engineering teams, building and improving processes, and taking a hands-on, innovative approach to helping keep Snapchatters safe. You will become a subject matter expert in a variety of harm areas and own projects from start to finish. You will drive your own investigations, and also support larger investigations driven by other members of the team. 

Due to the nature of Trust & Safety (T&S) work, you should be willing and able to work with sensitive issues and content that may be considered offensive or disturbing. Our team has carefully devised measures and support in place to ensure wellness for all of our team members.

Given that Trust and Safety work never stops, we are part of a global team that provides support to our users at all times. This role may be required to have a standing schedule that includes a weekend day. 

What you’ll do:

• Identify trends and patterns by reviewing reported content and conducting outside research  

• Conduct thorough and objective investigations into violations of our Community Guidelines and Terms of Service, including those involving sensitive content such as child sexual exploitation

• Anticipate project risks and balance business needs versus technical constraints

• Develop and conduct training for other T&S team members

• Enhance team’s work through recommendations for optimizing tooling as well as process development and improvement

• Ensure that new product and workflow launches are properly planned for and supported 

• Work with internal stakeholders to make sure Proactive Trust & Safety priorities are communicated clearly and backed up by strong data

• Support ad hoc safety-related projects in accordance with business needs 

Knowledge, Skills & Abilities:

• Comfort working within a content moderation environment

• Ability to problem solve, both independently and with peers, and to structure ambiguous business challenges into actionable plans

• Strong analytical skills, including working with large data sets to solve business problems, and providing practical business insights via data visualization software (Google Sheets, Looker, Grafana, etc.)

• Experience using data querying languages, including SQL, to support investigative work 

• Background working effectively with cross-functional teams and management

• Excellent verbal and written communication skills, and great judgment 

• Ability to prioritize, focus and thrive in a dynamic work environment, and to adapt to evolving business needs 

• Process