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 Senior Specialist to join the Trust & Safety Global Operations team! We want someone who is able to keep calm 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 (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:

• Conduct thorough, objective, evidence-based, and timely investigations into violations of our Community Guidelines and Terms of Service;

• Review abuse and safety incident reports, take appropriate action per operations policies and follow through clearly and consistently on every report (note: reported content can be graphic so you must be comfortable viewing graphic content);

• Anticipate project risks, provide escalation management, negotiate with decision makers (in Trust & Safety and cross-functionally), and balance business needs versus technical constraints;

• Become a subject matter expert in operational best practices and across a wide variety of harm types;

• Contribute to and refine quality assurance, training practices, and process development;

• Develop and conduct training for other T&S team members when new features or product launches are rolled out;

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

• Work with internal stakeholders to make sure T&S priorities are communicated clearly and backed up by strong data;

• Perform thorough investigations into high-touch escalations, and identify opportunities for improvement; and

• You set an example and are an active mentor of others. You are a well respected member of the team and focus on achieving results.

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;

• Use a high level of  judgment in cases where policies are not yet clearly defined;

• Be able to assess urgency and impact of incoming escalations, appropriately triaging and making decisions to resolve issues in a timely manner;

• Working effectively with cross-functional teams and management;

• Excellent verbal and written communication skills, and ability t