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Salary: USD 75,000 - 85,000 / annual
Substack is seeking a Standards & Enforcement Specialist to own the platform's trust and safety operations end-to-end. You will work a Tuesday-Saturday shift managing a high-volume queue of user reports, spam and abuse reports, suspension appeals, publication appeals, account deletion requests, and legal-adjacent tickets.
Day-to-day responsibilities include resolving tickets accurately and on time using established macros and standard operating procedures, while applying judgment where guidelines don't fit. You'll handle appeals by reviewing original enforcement decisions, weighing new context, and communicating clear outcomes to users. You'll manage legal-adjacent tickets (DMCA, trademark, NCII, data-subject requests, law enforcement requests) and know when to escalate to the Legal team.
You'll maintain the Zendesk infrastructure the team operates on—views, macros, triggers, automations, and SLAs. A key part of the role is leveraging AI tools to improve efficiency in ticket classification, drafting, and triage, while challenging the tools when they miss the mark. You'll continuously refine SOPs and decision trees, report on volume and backlog metrics, and collaborate with Legal, Policy, and Product teams to address emerging trends.
Required experience includes 2–4 years in Trust & Safety, support operations, content moderation, or compliance at a tech platform. You need hands-on experience with high-volume ticket queues where both accuracy and deadlines matter, working knowledge of platform enforcement concepts (appeals, escalation, NCII, DMCA basics), comfort with data analysis (SQL is a plus), Zendesk proficiency, and strong written communication skills.
Preferred qualifications include experience with privacy requests (GDPR/CCPA), DMCA/IP complaints, law enforcement requests, regulatory correspondence, DSA/OSA transparency reporting, and working with engineers on internal tooling.
Note: This role involves reviewing disturbing content including harassment, self-harm, violence, and child safety material. Substack provides wellness support and manages workload accordingly.
