Job Description
Job Title: Contact Experience II - Trust & Safety Job Summary The Contact Experience II - Trust & Safety role is responsible for supporting high-profile players and users involved in potential violations of Trust & Safety policies. This position plays a key role in enabling committed users to safely return to the platform after experiencing disruptive, harmful, or inappropriate behavior.
You will partner with globally distributed teams to ensure a consistent, fair, and player-first escalation experience. The role requires strong judgment, critical thinking, and the ability to assess complex and ambiguous cases while applying policy accurately and consistently. You will also help identify policy gaps and influence continuous improvements to Trust & Safety operations.
This role requires flexibility to work weekends or non-standard hours as needed. Key Responsibilities - Review and enforce Trust & Safety policy violations submitted by verified or high-profile content creators in real time, ensuring timely and accurate outcomes
- Track enforcement actions and identify recurring trends, policy gaps, or moderation challenges; partner with cross-functional stakeholders to drive remediation and long-term solutions
- Handle additional critical or high-visibility Trust & Safety escalations across the organization as required
- Advocate for the voice of the player/user to influence improved platform design and experiences that reduce player pain points and abuse
- Support the launch of updates to Trust & Safety workflows, tools, or processes to improve efficiency and outcomes, including support for new feature or policy launches
- Maintain professionalism and resilience while handling sensitive escalations
Important Note: This role may involve exposure to harmful, offensive, or illegal content. Ideal candidates are experienced in and comfortable working with sensitive material, including but not limited to child exploitation, graphic violence, self-harm, suicide, hate speech, and other forms of harmful content.
Skills & Requirements - Bachelor's degree or equivalent practical experience
- 3+ years of Trust & Safety experience in any industry (gaming, digital platforms, or social media preferred), particularly in operational or escalation-focused roles
- Strong communication, critical thinking, and judgment skills
- Demonstrated ability to remain objective, mitigate personal bias, and make fair, consistent decisions aligned with policy
- Proven collaborator who can build alignment and consensus across multiple teams and stakeholders
- Strong user or customer empathy with a track record of improving user experience in Trust & Safety-related scenarios
- Established ability to make well-informed decisions and recommend or implement process and policy changes that affect global teams
- Analytical mindset with experience using data to inform decisions and improvements
- Hands-on experience with online multiplayer environments or first-person shooter games is required
Preferred Qualifications - Experience working in the technology and/or gaming industry
- Demonstrated success leading or contributing to complex, cross-functional initiatives
Job Tags
Weekend work