Trust and Safety Generalist

Role: Trust and Safety Generalist

Location: Mexico, REMOTE

Employment: Long Term Contract

JOB DESCRIPTION:

• Responsible for the timely review of core enforcement workflows within SLA
• Responsible for the timely review of complex Admin-only high priority/high severity workflows within SLA (ROS, shop-level reviews, bulk takedowns, QA reviews, ML golden sets)
• Responsible for the timely review of Seller appeals within SLA
• Responsible for supporting sensitive external escalations and accounts, and communicating updates to Team Lead and/or Incident Commander
• Responsible for identifying abuse trends and patterns in core enforcement workflows and escalating to Team Lead and/or Operations Managers
• May contribute to quality assurance across the team/EOP
• May drive / be responsible for distinct project deliverables at the interface with xfn partners to improve enforcement (e.g. Guru card documentation, input to policy improvements, detection feedback)
• Meet monthly 100% minimum productivity target
• Meet monthly Quality score 95%+
• Deliver against weekly core work assignment
• Maintain high accuracy and efficiency in review decisions, adhering to internal performance metrics
• High accuracy in assessing listings and shops to ensure fairness and policy compliance
• Clear communications skills
• Knows when and how to escalate issues appropriately
• collaborates effectively with team members

Gap/softskill: proactive to give feedback; we’d love to hear from our associates doing the work. Speak up for sure if there are challenges or improvements