About the role
About the team
This role is based in Bangalore
About the role
As a Lead Trust Operations Analyst, you'll be leading as an IC for our Ads/Jobs review operations on the weekend shift. You'll handle complex cases, resolve escalations, work on process optimization, partner with stakeholders and often be the most seasoned person on shift when something unexpected happens.
You'll also build deep expertise in member account reviews. Over time, we expect this role to evolve into an expert across other Trust review lines of business and become a go-to resource for the wider team.
Responsibilities
Act as the weekend escalation point for Ads and/or Jobs review: resolve sensitive and high-priority escalations, coordinate with on-call partners, and route issues to the right teams when they fall outside Trust Review Operations.
Build expertise in member account reviews, including account restrictions, appeals, fake or inauthentic accounts, and compromised accounts. Handle the complex cases in this queue.
Lead root cause analysis on recurring issues and escalations, and recommend fixes to processes, escalation criteria or tooling so the same problems don't keep coming back.
Watch for emerging trends in advertiser and member behavior, check the data behind them, and turn them into clear written summaries and recommendations for management & stakeholders.
Collect, categorize and prioritize feedback on policies, tools and workflows, and feed it into policy development and review.
Mentor and coach junior analysts, calibrate decisions with them, and give useful feedback that helps them grow.
Work with Product, Policy, Engineering, Data Science and policy partners on projects, and propose stretch projects that improve how the team operates.
Learn other Trust review lines of business over time, such as content, jobs and accounts, and act as a flexible expert where the team needs coverage.
Meet quality, productivity and turnaround KPIs, and help the team meet them too.
Basic Qualifications
Bachelor's degree or equivalent practical experience.
6+ years of experience in trust and safety, content moderation, ads policy enforcement, fraud or risk investigations, or a related field.
Preferred Qualifications
Hands-on experience reviewing jobs or ads and advertisers against advertising policies.
Experience with account integrity work, such as fake account detection, account takeover, restrictions and appeals.
A track record of resolving complex escalations on your own and leading root cause analysis.
Comfort using data to support decisions. Working knowledge of SQL, or willingness to complete formal SQL training.
Experience mentoring or coaching junior team members.
Clear, concise written and spoken English, including the ability to tailor updates for different audiences.
Resilience when working with sensitive or potentially disturbing content.
Suggested Skills
Analytical Thinking
Escalation and Incident Management
Policy Compliance
Data Interpretation
Coaching
Cross-Team Collaboration
Risk Management
Written Communication
You will Benefit from our Culture
We strongly believe in the well-being of our employees and their families. That is why we offer generous health and wellness programs and time away for employees of all levels.
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