Job Description

About the Team

Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.

The Rapid Response team aims to ensure the safety of our users on the platform by responding to varying levels of incidents. As an Incident Manager within our Trust & Safety team, you will be on the front line coordinating our response to major global Trust & Safety incidents, while also driving proactive sweeps, containment, and continuous improvement of our incident response playbooks.

It is possible that this role will be exposed to harmful content as part of the core role / as part of project / in response to incident requests / by chance.

Some content viewed may violate our community guidelines, which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; murder.

What will I be doing?

- Incident Response: Lead the development and execution of a comprehensive crisis management plan for Trust & Safety incidents, ensuring a swift and effective response to emerging threats or challenges.

- Proactive Sweeps & Trend Detection: Conduct sweeps for violative content and emerging trends across features to surface incidents before they escalate, and identify patterns, trends, and gaps in content enforcement during incidents.

- Containment: Contain high-risk content quickly and thoroughly during live incidents, ensuring timely mitigation of escalations and crises.

- Maintain Composure in Fast-Paced Situations: Exhibit comfort, methodical thinking, and calmness during fast-paced situations, ensuring steadfast and effective crisis management.

- Cross-functional Collaboration: Collaborate with Trust & Safety, Public Relations, Public Policy, Legal, Product, and Engineering teams to coordinate responses to critical incidents and manage communication strategies.

- Workflow & Playbook Development: Develop and refine incident response and containment workflows, leveraging both automation and manual review as needed.

- Data Analysis: Use quantitative methods to analyze incident data to identify areas of risk and opportunity, translating insights into mid-term mitigations and long-term policy, product, and process improvements.

- Content Policy Compliance: Ensure that crisis responses align with regulatory standards and the company's content policies and guidelines, working to maintain a safe and positive user experience.

- Post-Incident Analysis & Effectiveness Measurement: Lead post-incident evaluations to assess the effectiveness of response and containment actions, identify areas for improvement, and iterate on playbooks for continuous improvement.

- Documentation & Insights Sharing: Maintain incident documentation and share insights across Trust & Safety to support ongoing risk reduction.

- Be flexible with global working hours and operating on certain weekends.

Minimum Qualification(s):

- Bachelor's degree and 4+ years of experience in Trust & Safety Incident, Risk, Investigations, Escalations or Crisis Management roles, or related areas.

- Ability to work effectively in a high-tempo environment.

- Excellent interpersonal and communication skills with the ability to simplify and present complex issues to both technical and non-technical stakeholders.

- Strong quantitative skills and a data-driven mindset, with demonstrated ability to identify patterns and enforcement gaps in moderation systems.

- Experience with content moderation enforcement tools to investigate and action violative content.

- Understanding of Trust & Safety challenges, and global legal and regulatory frameworks related to online safety and harm prevention.

Preferred Qualification(s):

- Proficiency with SQL.

- Experience working in a technology or digital platform environment.

- Strong project management skills and thought leadership.

- Strong data skills with SQL, Python, or similar scripting languages to solve complex problems.

- Hands-on ability to design and launch tools, processes or systems from scratch.

- Familiarity with content moderation tools, AI/ML solutions, and automation for risk management and containment.

- Experience operating across the incident-to-prevention lifecycle, from acute response through containment and long-term risk reduction.

- Knowledge of cultural sensitivities and regional differences in harmful content definitions and enforcement.