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Instawork is a leading AI-powered labor marketplace connecting skilled hourly workers with local businesses across food services, hospitality, light industry, and logistics. The company operates in 50+ major markets across the US and Canada, serving thousands of businesses and millions of workers.
You will join the Trust & Safety team as a Product Operations Specialist, reporting to the Director of Trust & Safety. This role sits at the intersection of investigations, data analysis, and product operations—using AI tools throughout to investigate safety incidents, identify patterns, and drive product improvements that prevent future problems.
Key responsibilities include:
**Investigations & Policy**: Conduct safety investigations from intake through resolution, weighing conflicting accounts against evidence and documenting findings for verification. Handle escalated tickets with clear communication to professionals, partners, legal teams, and law enforcement as needed. Apply and propose revisions to Community Guidelines based on case insights.
**Data & Metrics**: Use natural language to generate SQL queries for data analysis, identifying fraud patterns and safety trends independently. Track key metrics (incident rate, time to first action, appeal overturn rate, repeat-violation rate) and report against targets set by leadership. Investigate metric movements and recommend responses. Conduct monthly quality reviews of closed cases for accuracy and consistency.
**Product Operations & Automation**: Test new safety and enforcement features before launch, providing written defect reports to Product. Plan and track adoption of new features. Collect and analyze feedback from cases and support channels to inform departmental and company planning. Build internal tools using AI coding assistants—such as scripts that assemble case evidence and workflows that route reports—while maintaining data privacy and human review. Identify manual investigation steps and replace them with automation or tools you build.
Instawork is backed by top-tier investors including Benchmark, Spark Capital, Craft Ventures, and Greylock. The company has been recognized by Forbes (Next Billion Dollar Startups), RetailTech Breakthrough (Workforce Hiring Solution of the Year 2025), and Inc. 5000 (top 10% fastest-growing companies). The team works in-person five days a week from hubs in San Francisco, Bangalore, and Chicago, with additional offices in New York, Phoenix, and Singapore.
**Requirements:**
- 1+ years of experience in Trust & Safety, Operations, or Compliance
- Demonstrated ability to weigh conflicting accounts and reach fair findings under pressure, with awareness of personal bias
- Daily professional use of AI to query data and build tools, with working knowledge of AI limitations
- Fluency in Excel or Google Sheets, and comfort navigating internal systems to assemble facts
- Experience tracking and reporting operational metrics, with judgment about which metrics can mislead
- Ownership mindset: commitment to solving underlying problems, not just closing cases
**Nice to Have:**
- SQL, Python (Pandas), or BI tools such as Looker or Tableau
- Familiarity with AI coding assistants (Codex, Claude Code, Cursor, Replit) or no-code tools (Zapier)
- Experience working with external stakeholders (clients, legal teams, law enforcement)
- Product feature testing or launch experience
- Background in marketplace or labor platform environments
