Online Operations - Trust & Safety Contractor II

Trust and Safety Contractor II

Duration: 6-month duration, high potential for extension

Location: Austin- Remote (Candidate must be located in Austin, TX. Hybrid in-office schedule highly preferred)

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

The CW will own IP Product Integrations directly - clearing backlogs, learning IP policies, and reviewing demand that reaches their gate. The goal is that they can independently carry the IP Product integration strategy alongside their FTE CWAM. 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.

• 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

Must Have Qualifications

• Experience with product integrations - end-to-end workflow expertise, cross-functional collaboration, and the ability to maintain integration readiness through shifting or delayed product timelines.
• Experience conducting user acceptance testing.
• Demonstrated ability to follow SOPs precisely while exercising judgment on nuanced or ambiguous cases
• Comfortable doing investigations/ root cause analysis, escalation handling

Preferred Qualifications

• Worked in the client's investigation queues, former meta exp
• Strong written communication skills and attention to detail
• Comfortable working in fast-paced, queue-based environments with shifting priorities