Online Operations - Trust & Safety Contractor II

Location: California - Fully Remote

Candidate Location Requirement: Candidate must be currently located in California

Duration: 6 Months, with high potential for extension

Start Date: ASAP

Positions: 1

Travel: None

Interview Process: 2 rounds via Zoom

Interview Duration: 30 minutes per round

We are seeking a Trust and Safety Contractor II to provide staff augmentation support for the Intellectual Property (IP) Operations team within Business Integrity Operations Program Management.

The contractor will work directly alongside FTEs to process operational queues according to established SOPs, handle escalations, investigate complex cases, and perform root cause analysis (RCA) on emerging issues.

The ideal candidate will have 2+ years of experience in Trust & Safety, content operations, integrity/IP enforcement, or a comparable operational program management environment. They should be comfortable following established processes with a high degree of rigor while applying sound judgment to nuanced or ambiguous cases.

This role will support IP enforcement workflows during a period of elevated volume and will be critical to maintaining throughput, SLA compliance, quality, and consistent policy application.

• Process IP operations queues in accordance with documented SOPs and policy guidelines.
• Handle escalations by triaging, investigating, and routing complex cases to the appropriate stakeholders.
• Conduct root cause analysis (RCA) on errors, trends, and process breakdowns.
• Document investigation findings and recommend corrective actions.
• Collaborate closely with FTE counterparts and cross-functional partners to ensure consistent enforcement outcomes.
• Maintain accurate and detailed case documentation.
• Contribute to quality assurance reviews.
• Identify and flag process gaps, SOP ambiguities, and potential operational issues.
• Support continuous improvement initiatives and evolving processes.
• Investigate intellectual property infringement cases within operational queues.
• Work effectively in a fast-paced, queue-based environment with shifting priorities.

• Bachelor's degree in a related field required.
• 2+ years of experience in one or more of the following:
  
  
  
  • Trust & Safety Operations
  • Content Moderation
  • Integrity Operations
  • Intellectual Property (IP) Enforcement
  • Comparable operational program management
  
  
  
  
• Experience with investigations and root cause analysis.
• Experience handling escalations and complex or ambiguous cases.
• Demonstrated ability to follow SOPs precisely while exercising sound judgment when situations are nuanced or unclear.
• Strong written and verbal communication skills.
• Strong attention to detail.
• Ability to work effectively in a fast-paced, queue-based environment.
• Ability to manage shifting priorities while maintaining quality and accuracy.

• Previous experience working with investigation queues.
• Previous experience supporting IP enforcement operations.
• Previous experience working with similar operational queues.
• Former experience with the company is a plus.