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.

We’re looking for a Trust & Safety Specialist to join Team Snapchat! We’re looking for someone who is able to keep a cool head under pressure, and is excited about improving workflows and proactively seeking ways to enhance the Snapchat experience. From developing support resources to tracking and escalating community issues, we’re looking for a utility player who is eager to help our community, keep Snapchatters safe, and isn’t afraid to roll up their sleeves and support wherever needed.

Due to the nature of Trust & Safety 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 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:

• 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 will enhance existing workflows

• Review team members’ work, provide feedback, create and deliver training 

• Identify and escalate new issues and trends

• Assist in improving our support resources and content

• Serve as a consultative partner with our vendor team and provide expertise for processing all types of requests with a high degree of quality and efficiency

• You set an example and are an active mentor of others, showing flexibility and impeccable teamwork in order to effectively prioritize competing demands

Knowledge, Skills, & Abilities:

• Excellent verbal and written communication skills

• Experience reviewing sensitive content and a meticulous attention to detail

• Familiarity with online child safety, fraud, spam, or other types of abuse 

• Proven track record managing data sets and using data to inform decision making

• Agility in adopting new workflows and prioritizing competing demands

• Experience collaborating with internal and external stakeholders at various levels within the company

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

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

• A passion for Snapchat and ability to focus and thrive in a fast-moving environment

• A strong team player who is also able to work independently with minimal oversight

• Experience interacting with NCMEC or law enforcement is advantageous

• Experience working with tools like Zendesk, JIRA, and Looker

Minimum Qualifications:

• Bachelor’s degree or equivalent work experience

• 2 + years of relevant work experience

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

Preferred Qualifications:

• Arabic or French speaking and reading proficiency.

• Experience owning complex investigations

If you have a disability or special need that requires accommodation, please don’t be shy and provide us some