Trust & Safety Specialist, Global Operations

Snap Inc is a technology company. We believe the camera presents the greatest opportunity to improve the way people live and communicate. Snap contributes to human progress by empowering people to express themselves, live in the moment, learn about the world, and have fun together.

The Company operates Snapchat, a visual messaging app that enhances your relationships with friends, family, and the world, and Specs Inc., a wholly-owned subsidiary dedicated to making computing more human, in addition to Bitmoji, Saturn, and other digital services.

We’re looking for a Trust & Safety Specialist to join Team Snapchat! We’re looking for someone who is able to keep a cool head under pressure, and is excited about improving workflows and proactively seeking ways to enhance the Snapchat experience. From developing support resources to tracking and escalating community issues, we’re looking for a utility player who is eager to help our community, keep Snapchatters safe, and isn’t afraid to roll up their sleeves and support wherever needed.

Due to the nature of Trust & Safety work, you should be willing and able to work with sensitive issues and content that may be considered offensive or disturbing. Our team has carefully devised measures and support in place to ensure wellness for all our team members.

Given that Trust and Safety work never stops, we are part of a global team that provides support to our users at all times. This role may be required to have a standing schedule that includes a weekend day. 

What You'll Do:

• Review abuse and safety incident reports, take appropriate action per operations policies and follow through clearly and consistently on every report
• Conduct complex investigations that require strategic thinking, weighing competing evidence, applying policies with nuance, and partnering with Legal, Policy, Engineering, and other cross-functional partners on high-risk investigations and root-cause analyses
• Identify, analyze, and escalate new issues and trends
• Give continuous feedback to team members, create and deliver trainings
• Serve as a consultative partner with our vendor team and provide expertise for processing all types of requests with a high degree of quality and efficiency
• Drive improvement initiatives by providing guidance on policy development and executing projects that will enhance existing workflows
• Work closely with a team of peers to effectively prioritize competing demands

Knowledge, Skills, & Abilities:

• Excellent verbal and written communication skills, including experience documenting complex investigations
• Experience reviewing sensitive content with a meticulous attention to detail
• Familiarity with various severe harms, such as child exploitation, graphic violence, self-harm, and others, which may be considered offensive or disturbing
• Comfortable applying policies with nuance
• Proven track record managing data sets and using data to inform decision making
• Agility in adopting new workflows and prioritizing competing demands
• Experience collaborating with internal and external stakeholders at various levels within the company
• Great judgment and ability to problem-solve, both alone and with peers; including weighing competing evidence, identifying information gaps, and clearly explaining your analysis and justifications
• Developed perspective on prominent trends and issues in the online safety world 
• A passion for Snapchat and ability to focus and thrive in ambiguous, fast-moving environments
• A strong team player who is also able to work independently with minimal oversight
• Experience interacting with NCMEC or law enforcement is advantageous
• Familiarity with AI and use of LLMs
• Experience working with tools like Zendesk, JIRA, and Looker
• Ability to navigate competing obligations (e.g., safety vs. privacy/compliance) within a single escalation
• Intellectual curiosity that drives you to look past the surface-level facts of a task and understand root causes, not just resolve the issue in front of you

Minimum Qualifications:

• Bachelor’s degree or equivalent work experience
• 2 + years of relevant work experience
• Work Hours: This is a full-time weekend-shift position. The employee will be scheduled to work a regular shift that includes both Saturdays and Sundays (Saturday to Wednesday). Available to work holidays, as needed. 

Preferred Qualifications:

• Arabic or French speaking and reading proficiency
• Experience owning complex investigations

"Default Together" Policy at Snap: At Snap Inc. we believe that being together in person helps us build our culture faster, reinforce our values, and serve our community, customers and partners better through dynamic collaboration. To reflect this, we practice a “default together” approach and expect our team members to work in an office 4+ days per week. 

At Snap, we believe that having a team of diverse backgrounds and voices working together will enable us to create innovative products that improve the way people live and communicate. Snap is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. EOE, including disability/vets.

We are an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with applicable law (by example, the requirements of the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, where applicable).

Our Benefits: Snap Inc. is its own community, so we’ve got your back! We do our best to make sure you and your loved ones have everything you need to be happy and healthy, on your own terms. Our benefits are built around your needs and include paid parental leave, comprehensive medical coverage, emotional and mental health support programs, and compensation packages that let you share in Snap’s long-term success!

Compensation

In the United States, work locations are assigned a pay zone which determines the salary range for the position. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. The starting pay may be negotiable within the salary range for the position. These pay zones may be modified in the future.

Zone A (CA, WA, NYC):

Zone B:

Zone C:

If you believe this job description is missing required pay transparency information, please submit a report through this form: Job Description Pay Range Disclosure.