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Salary: USD 75,000 - 85,000 / annual
Substack is seeking a Policy & Escalations Specialist to join its Standards & Enforcement team. This role combines policy development, content review, and escalations management to shape and enforce platform rules that balance free expression with community safety.
You will spend approximately half your time researching, drafting, and stress-testing platform policies grounded in data and evidence. The other half involves hands-on content review and escalations management to ensure consistent policy application across high-profile cases.
Key responsibilities include:
- Writing and updating platform rules and internal guidance for content reviewers and enforcement tools
- Investigating emerging abuse patterns (spam, scams, coordinated manipulation, harassment, sensitive content) and recommending policy responses
- Conducting quantitative analysis to size problems, validate enforcement effectiveness, and track appeal outcomes
- Leveraging AI tools to improve policy work and enforcement efficiency while maintaining critical oversight
- Spending at least 50% of time in queue review to stay current with evolving harm patterns
- Developing and managing escalations processes across Legal, Product, Engineering, Support, and Communications
- Managing escalations involving illegal content with appropriate urgency and reporting discipline
- Project managing action items and creating escalation playbooks (intake criteria, SLAs, severity tiers, handoff paths)
- Handling precedent-setting cases and documenting reasoning for future reference
Required qualifications:
- 2–4 years of experience in content policy, Trust & Safety, law, regulatory work, or investigative research
- Proficiency with data analysis (SQL, spreadsheets) and ability to validate claims with evidence
- Hands-on experience with AI tools, understanding their limitations and ability to correct outputs
- Strong, clear writing that enables others to apply your guidance independently
- Sound judgment in ambiguous situations and ability to defend decisions
- Willingness to review disturbing content as part of core responsibilities (support provided)
- Availability for Sunday–Thursday shift schedule
Nice-to-have skills include familiarity with EU/UK online safety regulation, project management experience, and experience with illegal content workflows (NCMEC reporting, geoblocking, law enforcement requests).
