Trust & Safety Contractor

Payrate: $30.00 - $31.00/hr.
 
Summary
We are seeking contingent workers to provide staff augmentation for the IP Ops team within Business Integrity Operations Program Management. This role will work directly alongside FTEs to process operational queues following established SOPs, handle escalations, and perform root cause analysis (RCA) on emerging issues. The ideal candidate brings 2 years of experience in trust & safety, content operations, or integrity program support, with demonstrated ability to follow processes rigorously while exercising sound judgment on edge cases. This role is critical to maintaining throughput and quality on IP enforcement workflows during a period of elevated volume. Join us in Austin, TX, a vibrant city known for its live music, cultural diversity, and innovative tech scene.
 
Job Responsibilities

• Provide day-to-day operational support for Intellectual Property enforcement queues, working embedded with FTEs to maintain SLA compliance, quality standards, and consistent policy application.
• Own IP Product Integrations directly — clearing backlogs, learning IP policies, and reviewing demand that reaches their gate.
• Process IP operations queue in accordance with documented SOPs and policy guidelines.
• Handle escalations by triaging, investigating, and routing complex cases to appropriate stakeholders.
• Perform root cause analysis (RCA) on errors, trends, and process breakdowns; document findings and recommend corrective actions.
• Collaborate with FTE counterparts and cross-functional partners to ensure consistent enforcement outcomes.
• Maintain accurate case documentation and contribute to quality assurance reviews.
• Flag process gaps or SOP ambiguities and support continuous improvement initiatives.

 
Qualifications

• 2 years of experience in trust & safety operations, content moderation, integrity/IP enforcement, or a comparable operational program management role.
• Bachelor's degree in a related field required

 
Must have Skills

• Experience with product integrations — end-to-end workflow expertise, cross-functional collaboration, and the ability to maintain integration readiness through shifting or delayed product timelines.
• Demonstrated ability to follow SOPs precisely while exercising judgment on nuanced or ambiguous cases.
• Comfortable doing investigations/root cause analysis, escalation handling.

 
Nice to have skills

• Worked in company investigation queues, former experience.
• Strong written communication skills and attention to detail.
• Comfortable working in fast-paced, queue-based environments with shifting priorities.

 
 
Pay Transparency: The typical base pay for this role across the U.S. is: $30.00 - $31.00 /hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. 

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