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 operates Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world, and Specs Inc., a wholly-owned subsidiary dedicated to making computing more human, in addition to Bitmoji, Saturn, and other digital services.

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 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 T&S 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 and objective investigations into violations of our Community Guidelines and Terms of Service, including those involving sensitive content such as child sexual exploitation

• Identify violation trends and patterns by reviewing and analyzing internal data and conducting outside research  

• Develop proposals for responding to identified violation trends through detection, policy change, and/or feature enhancements 

• Own operational workflows including those related to industry-wide information sharing and law enforcement referrals

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

• Work with internal stakeholders in support of ad hoc safety-related projects in accordance with business needs 

• Own new workflow launches end-to-end, ensuring they are properly planned for and supported 

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

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-driven individual with a proven track record of developing and implementing new processes and identifying opportunities to improve or build on existing processes 

• Experience investigating criminality or abuse online or offline

• Experience working with product and engineering teams to develop tools and solutions that improve trust across a platform or product

Minimum Qualifications:

• Bachelor’s degree or equivalent work experience

• 3+ years of experience working in technology, safety, or a related field 

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

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

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example, the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, where applicable).

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

Zone B:

Zone C: