Operations Associate (Trust & Safety)

• The Operations Associate will be the dedicated execution partner for Trust & Safety, helping keep fraudulent activity off the marketplace
• You’ll split time across three areas: analyzing data to track team health metrics, triaging and resolving user-support escalations (and identifying the trends behind them), and managing the team of outsourced BPO reviewers who verify new users — their SOPs, training, and quality
• The goal is to take enough of the daily operational load off the team’s plate that it can spend more time on the structural, product-and-engineering fixes that reduce that load for good
• You’ll work closely with Support, Fellow Experience, and Delivery teams whose work feeds into and depends on Trust & Safety decisions
• Analyze trust & safety data and metrics — precision, recall, verification wait times, and more — to track team health and surface opportunities for improvement
• Triage and resolve escalations involving fraudulent, suspicious, or blocked users, and identify recurring patterns worth solving at the root instead of one ticket at a time
• Manage the BPO verification team, including SOPs, training, quality measurement, and handling of edge cases
• Partner cross-functionally with Support, Fellow Experience, and Delivery teams whose work depends on Trust & Safety’s decisions
• Scope and document larger problems, spinning up analysis on recurring issues so the team can bring clear, well-supported asks to Product and Engineering

Benefits

• Health Insurance: Comprehensive medical , dental, and vision coverage
• Fertility and family forming: Through a partnership, Handshake offers comprehensive family benefits, including infertility treatments and a $15K stipend, to its employees.
• LGTBQ+ coverage: All medical plans cover transgender services.
• Mental health: Discounts on a variety of wellness apps and an Employee Assistance Program with access to five free counseling sessions.
• Tax savings: Tax-advantaged benefits to save money on healthcare, dependent care, and other expenses.
• Life & disability insurance: Essential benefits and automatic coverage with basic life insurance, plus short-term and long-term disability coverage.
• 401k match: Dollar-for-dollar match up to 1% of pay, with a max of $1,200 per year.
• Equity: Our equity program includes grants at hire, refresher grants after two years of tenure, and grants alongside promotions.
• Financial management: Handshake partners to provide free professional financial planning services.
• Learning & development: Employees are provided with an annual stipend to use towards professional development, career development workshops, manager trainings, and 1-on-1 coaching through external partnerships
• Community leader support: Employee Resource Group leaders are compensated with a quarterly bonus for the high-impact work the role requires
• Parental leave: Leaves of 16 weeks for birth-giving parents and 10 weeks for non-birth-giving parents; the policy applies to adoptions as well. Handshake also partners to provide one-on-one coaching on preparing for leave and coming back from leave
• Flexible time off: No accrued time off or waiting period to take vacation. Two paid flexible holiday days off to observe holidays that closely align with religious, cultural, and personal needs
• Sabbatical: Paid six-week sabbatical to recharge and reset beginning at six years of continuous, full-time employment, and every four years thereafter
• Volunteer time off: Two days off for social and civil activism, volunteer work, and/or any related activities, including attending and participating in protests- Comfort operating with ambiguity, using judgment to figure out the right approach rather than relying on a fixed playbook
• A quantitative academic background (e.g. computer science, math, data science, or similar) or equivalent experience
• Strong SQL skills, with the ability to independently pull and analyze data
• Strong written communication skills — this role writes much of the direct communication sent to affected users
• Comfort with AI-assisted tooling (e.g. Claude Code) for data and workflow tasks
• 1+ years of experience in a highly analytical, ops-focused role (new-grad candidates with a relevant quantitative internship are welcome)
• Experience in fraud, trust & safety, or risk operations
• Familiarity with identity verification tools (e.g. Persona)
• Experience managing or working with a BPO or other outsourced vendor team