Trust Associate

JOB DECRIPTION:

Job Title: Trust and Safety II

Location: NY - Remote

Duration: 6+ Months with potential to extend

Must-Have Skills: Comfortable doing investigations/ root cause analysis, escalation handling

Job Description

• We are seeking contingent workers to provide staff augmentation for the IP Ops team within Business Integrity Operations Program Management.
• This CW 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 process 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.

Summary:

• 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.

Responsibilities:

• Process IP 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 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

Requirements:

• 2+ years of experience in trust & safety operations, content moderation, integrity/IP enforcement, or a comparable operational program management role
• Demonstrated ability to follow SOPs precisely while exercising judgment on nuanced or ambiguous cases
• Experience with escalation handling, root cause analysis, and operational reporting
• Strong written communication skills and attention to detail
• Comfortable working in fast-paced, queue-based environments with shifting priorities