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Trust & Safety Product Operations Specialist

Instawork Internal San Francisco, CA

San Francisco, CA

Today

Full time Cybersecurity Operations Data Analytics Operations Management

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Job Description

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

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