Trust & Safety Contractor II

Role: Trust and Safety Contractor II
Duration – 6+ months with possible extension
Location – Remote – Austin, TX
Pay Range – $30–$34/hour

Company Description/Details:

Our client is seeking a Trust and Safety professional to provide operational support within its Business Integrity Operations team. This role will work closely with internal teams to process Intellectual Property (IP) enforcement queues, handle escalations, perform root cause analysis, and help maintain quality and policy consistency across operational workflows.

The ideal candidate has experience in Trust & Safety, content operations, integrity, or IP enforcement and can follow established processes while applying sound judgment to complex or ambiguous cases.

Responsibilities:

• Process Intellectual Property operations queues 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 appropriate corrective actions.
• Collaborate with internal team members and cross-functional partners to ensure consistent enforcement outcomes.
• Maintain accurate case documentation and contribute to quality assurance reviews.
• Identify process gaps or SOP ambiguities and support continuous improvement initiatives.
• Help maintain SLA compliance, quality standards, and consistent policy application across IP enforcement workflows.
• Work effectively in a fast-paced, queue-based environment with changing priorities.

Qualifications:

Experience:

• 2+ years of experience in Trust & Safety operations, content moderation, integrity/IP enforcement, or a comparable operational program management role.
• Experience conducting investigations and root cause analysis.
• Experience handling escalations and operational reporting.
• Experience working with SOP-driven operational processes.
• Experience working in fast-paced environments with shifting priorities.

Education:

• Minimum of a Bachelor’s degree in a related field required.

Other qualifications/requirements:

• Strong written and verbal communication skills.
• Excellent attention to detail and case documentation skills.
• Ability to follow SOPs precisely while exercising sound judgment on nuanced or ambiguous cases.
• Strong investigative and analytical skills.
• Ability to collaborate effectively with internal and cross-functional stakeholders.
• Comfortable working with operational queues and managing multiple priorities.

Must-Haves:

• Experience with investigations and root cause analysis (RCA).
• Experience handling escalations.
• Demonstrated ability to follow SOPs precisely while exercising judgment on nuanced or ambiguous cases.
• Strong communication skills.
• Ability to work effectively in a fast-paced operational environment.
• 2+ years of relevant Trust & Safety, content moderation, integrity/IP enforcement, or comparable experience.
• Bachelor’s degree in a related field.

Nice-to-Haves:

• Experience working with Intellectual Property investigation or enforcement queues.
• Previous experience supporting large-scale Trust & Safety or integrity operations.
• Familiarity with IP enforcement processes and workflows.
• Experience identifying process gaps and contributing to continuous improvement initiatives.

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For workers in the United States, PrideGlobal and it's affiliates offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity
PrideGlobal and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment
PrideGlobal and it's affiliates are a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations
We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.

Only applicable for Kentucky positions: For this type of employment, state law requires a criminal record check as a condition of employment. This applies to direct care staff (Examples: RN, LPN, Nurse Aides, Therapists) referred to Kentucky nursing facilities, assisted living communities, or long-term care facilities, in accordance with KRS 216.793.