Trust & Safety Enforcement Operations Specialist - Fraud, Scams & Escalations

Trust & Safety Enforcement Operations Specialist - Fraud & Scams

Contract: 5-month W2 contract

Pay: $100-$120 per hour

Location: Flexible within the United States; San Francisco Bay Area candidates are preferred but not required

Client: Confidential leading AI technology company

Russell Tobin is supporting a leading AI technology company in hiring a Trust & Safety Enforcement Operations Specialist - Fraud & Scams.

This role will provide hands-on operational support for repeatable enforcement reviews involving fraud, scams, account abuse, and other deceptive or malicious activity. The specialist will review user interactions and account signals, identify potential policy violations, make well-supported enforcement decisions, and escalate complex or ambiguous cases through established internal workflows.

The ideal candidate brings direct experience in Trust & Safety, fraud operations, platform integrity, investigations, or content enforcement. This person should be comfortable making consequential decisions under time pressure, documenting their reasoning clearly, and collaborating with Policy, Legal, Threat Intelligence, Engineering, and other cross-functional partners.

Responsibilities

• Review user interactions, customer signals, account activity, and related content for potential fraud, scam, impersonation, account abuse, and other policy violations.

• Investigate cases involving phishing, social engineering, account takeover, impersonation, coordinated abuse, fraudulent schemes, and deceptive user behavior.

• Apply established policies, workflows, and enforcement thresholds consistently and accurately.

• Evaluate available evidence, user behavior, account history, and contextual signals to determine whether enforcement action is appropriate.

• Escalate ambiguous, high-risk, or novel cases to the appropriate internal stakeholders rather than resolving them unilaterally.

• Maintain clear and complete case records, including relevant evidence, policy rationale, actions taken, and escalation history.

• Manage high-volume enforcement queues while meeting established quality, accuracy, and turnaround-time expectations.

• Identify recurring fraud and scam patterns, emerging abuse methods, and gaps in existing policies or detection systems.

• Partner with Strategy, Policy, Legal, Threat Intelligence, Engineering, and other teams to:

• Surface emerging fraud and scam trends.

• Identify new threat patterns and enforcement gaps.

• Flag content and cases that may improve detection tools, classifiers, and automated systems.

• Refine workflows, escalation criteria, and enforcement guidance.

• Support customer communications and appeals related to enforcement decisions.

• Contribute to post-incident reviews and help translate individual cases into durable process improvements.

• Support the development and refinement of SOPs, runbooks, case-review guidance, and operational documentation.

• Triage cross-functional requests and provide timely, well-supported insights.

Qualifications

• Experience in Trust & Safety, fraud operations, platform integrity, risk operations, investigations, content moderation, account security, or a related field.
• Direct experience reviewing and resolving cases involving fraud, scams, phishing, social engineering, impersonation, account takeover, or other forms of deceptive activity.
• Demonstrated ability to exercise sound, defensible judgment in situations where policies or available evidence may not fully resolve the case.
• Experience applying policies and enforcement standards in a high-volume operational environment.
• Strong written communication skills, particularly when documenting case findings, enforcement decisions, and escalation rationale.
• Exceptional attention to detail and a systematic approach to reviewing complex cases.
• Ability to work independently, manage competing priorities, and consistently meet deadlines.
• Strong judgment regarding when to make an enforcement decision and when to escalate for additional review.
• Ability to adapt quickly as fraud patterns, policies, workflows, and products evolve.
• Strong cross-functional collaboration skills.
• Genuine interest in AI safety, responsible technology development, and preventing misuse of digital platforms.

Preferred Qualifications

• Experience investigating multiple fraud or scam typologies, including phishing, account takeover, impersonation, social engineering, financial scams, coordinated abuse, or fraudulent customer activity.
• Experience handling Tier 2, escalated, or high-risk Trust & Safety cases.
• Background working with Policy, Legal, Engineering, Machine Learning, Threat Intelligence, Risk, or account-security teams.
• Experience identifying policy or detection gaps and translating findings into operational improvements.
• Experience contributing to fraud-detection models, classifiers, rules, or automated enforcement systems.
• Experience creating or improving SOPs, runbooks, case-review frameworks, and escalation workflows.
• Familiarity with AI-assisted Trust & Safety tools, responsible AI, or safety risks associated with emerging technologies.
• Experience supporting customer appeals or communications related to policy-enforcement decisions.

Important Content Notice

This role may involve reviewing sensitive, deceptive, explicit, or psychologically disturbing material associated with fraud, scams, account abuse, and other policy violations. Candidates should carefully consider their ability to work consistently and responsibly with this type of content throughout the contract.

Russell Tobin 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, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity

Russell Tobin is 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

Russell Tobin is 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.

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