Safety OnCall Specialist, Trust & Safety

Responsibilities

About the team
The Account, Interaction & Search Safety Team is a lean, agile team dedicated to safeguarding user interactions across Account, Search, Comments and Messages. Our mission is to adapt quickly and respond effectively to the evolving demands of platform safety. By streamlining workflows and establishing efficient operational processes, we prioritize rapid problem-solving to support moderation efforts and provide seamless cross-team collaboration to address safety concerns proactively.

We serve as the primary team for evaluating safety metrics and assessing the performance of both human moderation and machine-driven systems, ensuring that our safety standards remain robust and impactful. Working closely with frontline teams, we bring policies to life by providing ongoing guidance and operational support that aligns with our strategic business objectives. Through strong partnerships with Product, Data Science, Policy, Algorithm, ADSO-Search Operations, and front-line teams, we leverage diverse expertise to tackle safety challenges unique to user interactions.

With a commitment to data-driven improvement, we have developed a comprehensive metrics system to evaluate operational effectiveness, including moderation efficiency, quality metrics, and machine performance. By regularly monitoring and enhancing our processes, we work to exceed safety targets, close performance gaps, and continuously elevate the quality of platform interactions.

Our team also leads to building scalable, adaptable safety processes that meet both current and future needs. Through continuous process development, we ensure sustainable efficiencies and maintain operational excellence, evolving with the demands of a safe and thriving community.

About the role
The Safety Oncall Specialist serves as the frontline point of contact for high-priority content safety escalations and operational support requests. This role is responsible for triaging incoming tickets, providing timely resolutions, escalating complex issues, and ensuring consistent quality and policy adherence. Working closely with Product, Policy, and Operations teams, the Oncall Specialist plays a key role in maintaining platform safety and delivering an excellent experience to high-value users.

Responsibilities
- Act as the first responder to oncall tickets and real-time content safety escalations
- Triage, investigate, and resolve support requests related to policy violations or content moderation
- Partner with BPO teams to manage complex case, and collaborate with internal teams (e.g., TnS Policy, Product, Engineering) to escalate and resolve complex cases
- Monitor ticket queues and ensure SLAs (Service Level Agreements) are met
- Provide feedback on recurring issues and contribute to continuous process improvement
- Participate in weekly syncs and cross-functional discussions to ensure alignment on operations and policy
- Document case handling procedures and support knowledge base maintenance
- Ensure accurate and consistent application of content moderation guidelines
- Support dynamic training and knowledge transfer for new policies or tools
- Contribute to quality assurance efforts through ticket audits and peer reviews

Qualifications

Minimum Qualifications:
- Familiarity with content safety policies, platform guidelines, or policy enforcement practices
- Experience in content moderation, trust & safety, customer support, or a similar field
- Proficient in English
- Strong communication and problem-solving skills
- Ability to work cross-functionally, understand regional cultural sensitivities, and handle confidential information with integrity
- Ability to work in a fast-paced, real-time support environment
- High attention to detail and ability to make sound judgments

Preferred Qualifications:
- Prior experience in oncall support, escalation management, or real-time operations
- Have customer service soft skills
- Flexibility to work in shifts, weekends, or regional time zones if needed
- Familiar with Oncall related systems such as LightHouse, Octopus, Penalty Center