Trust & Safety Product Operations Specialist

As a Trust & Safety Product Operations Specialist, you will investigate safety incidents end-to-end and convert findings into product feedback, process improvements, and AI-enabled automation. You will partner with Product and Legal to reduce repeat issues and improve the effectiveness of Trust & Safety operations.

What You’ll Do

• Run safety investigations from intake through resolution.
• Assess conflicting accounts against the evidence and document a written finding that a second reviewer can verify.
• Manage escalated tickets and resolve cases with clear, fact-based outcomes aligned to Instawork’s terms.
• Communicate effectively with professionals and partners, and coordinate with legal and law enforcement when required.
• Apply Instawork’s Community Guidelines consistently and propose revisions when cases reveal gaps.
• Use natural language to generate SQL for internal databases, then review query logic and confirm results before taking action.
• Detect fraud patterns and safety trends without relying on a technical intermediary.
• Track Trust & Safety performance metrics, including incident rate, time to first action, appeal overturn rate, and repeat-violation rate.
• Report performance against targets set by the Director of Trust & Safety, investigate when a metric moves off target, and recommend responses.
• Re-review a sample of closed cases each month to verify findings for accuracy and consistency.
• Test new safety and enforcement features prior to launch, and submit written defect reports to Product.
• Support outreach planning for professionals and partners for each new feature, and track adoption after launch.
• Collect and analyze feedback from case work and support channels, then share implications for departmental and company planning.
• Build internal tools by prompting AI coding assistants, while ensuring data privacy and human review are preserved in each tool.
• Identify manual steps that slow investigations and replace them with automation or tools you build.
• Maintain the operational quality of what you ship.

Required Qualifications

• At least 1 year of experience in Trust & Safety, Operations, or Compliance.
• Ability to weigh conflicting accounts under pressure and reach fair findings, paired with a habit of checking personal bias.
• Daily professional use of AI to query data and build tools, plus awareness of where AI can fail.
• Fluency in Excel or Google Sheets, and comfort moving through internal systems to assemble facts.
• Experience tracking and reporting operational metrics, including judgment about which metrics can mislead.
• Ownership mindset for each case until the underlying problem is resolved.

Tools and Technologies

• SQL
• Excel
• Google Sheets
• Python (Pandas)
• Looker
• Tableau
• Codex
• Claude Code
• Cursor
• Replit
• Zapier
• AI coding assistants

Nice to Have

• SQL, Python (Pandas), or experience with a BI tool such as Looker or Tableau.
• Familiarity with AI coding assistants (Codex, Claude Code, Cursor, Replit) or no-code automation such as Zapier.
• Experience working with external stakeholders including clients, legal teams, or law enforcement.
• Experience testing or launching product features.
• Background in a marketplace or labor platform.

Values

• Empathy, Trust & Candor
• Bias for Action
• Always Be Learning
• Act Like an Owner