Proactive Moderation Operations Specialist

As a Specialist on the Proactive Moderation Operations team, you will carry out the day-to-day work of our proactive human moderation efforts. You will own multiple moderation cases at a time, taking each from ticket creation through moderation, QA, and golden labeling. You will build deep expertise in our proactive moderation tooling and processes, apply rapid and accurate labels to user-generated content, and help interpret grey-area policies and detect and moderate new abuse trends. Acting as an expert judge on every case you handle, you will weigh tradeoffs between false positive rates, speed, and urgency, and surface bugs, feature limitations, and feature requests that help improve overall operations.

You will report to the Lead, Proactive Moderation Operations. The role is based out of our Gurugram, India office and follows a rotational on-call work schedule.

You Will:

• Manage multiple moderation cases at once and own each one end to end, including creating moderation tickets, moderating those tickets, conducting QA, golden labeling, reporting on the latest trends and data, and more
• Shift fluidly between different policy violation areas as priorities and abuse trends change
• Stay current on developing, sensitive real-world events and factor that context into your case management and moderation decisions
• Apply rapid and accurate labels to user-generated content, serving as an expert judge who weighs tradeoffs between false positive rates, speed, and urgency
• Execute and help refine the workflows our content safety moderation response teams use to ensure timely and effective moderation of user-generated content
• Develop deep, hands-on expertise in our proactive moderation tooling and processes, and help interpret grey-area policies as new situations arise
• Proactively hunt for threats and undetected abuse by leveraging internal data sets, open-source intelligence, and third-parties
• Partner with third-parties and cross-functional teammates to conduct effective, metrics-driven content moderation
• Surface bugs, feature limitations, and feature requests, and collaborate on solutions that improve operations and enhance the safety of our users
• Consistently meet your quality and throughput targets, and use data to inform your moderation decisions
• This role requires on-call work at weekends on a rotational basis
• This role involves exposure to graphic and/or objectionable content

You Have:

• Bachelor's degree in business, operations, or a related field
• 3+ years of experience in content moderation, trust & safety, or a similar field, ideally with exposure to content safety moderation workflows and threat hunting
• Strong attention to detail and sound judgment, with the ability to apply policies consistently and accurately under time pressure
• Experience following and improving processes that support operational efficiency
• Comfort using data to inform day-to-day decision-making
• Strong collaboration skills, with the ability to work with cross-functional teams, specifically product, engineering, and BPO workforces
• Strong analytical and critical thinking skills, with the ability to conduct deep-dive investigations, and make sound, evidence-based decisions in ambiguous and fast-paced environments.