Extreme Risk Operations Specialist - Trust & Safety

About the Team and Role

The Extreme Risk Operations (ERO) team focuses on monitoring and acting upon livestream content that poses serious risks, combining rapid response with ongoing enhancements to detection methods to minimize harm on a large scale. Acting as the primary interruption point, the team escalates credible and imminent livestream risks to Emergency Response and Child Safety Teams, serving as the first safeguard for extreme risk incidents on the platform.

Key Responsibilities

• Deliver operational excellence handling a high volume of livestream escalations, assessing threats and user safety under time-sensitive conditions.
• Support investigations related to sensitive and complex content matters.
• Make immediate decisions analyzing factors such as imminence, danger, sensitivities, and graphic content while collaborating with internal teams to ensure user protection.
• Address procedural and policy queries from various stakeholders clearly and effectively.
• Collaborate cross-functionally to enhance policies and workflows within the ERO team.
• Handle sensitive issues maturely including child exploitation, diverse religious and political content, violence, and adult material.
• Participate regularly in refresher sessions and training to adhere to standard operating procedures and organizational policies.
• Review diverse content including videos, posts, comments, user profiles, and livestream materials against policies, including graphic, violent, explicit, political, profane or distressing content.
• Investigate and resolve complex content issues meeting service level agreements and performance metrics.
• Accurately tag content, identify risks, and escalate when necessary.
• Work as part of a 24/7 support team requiring shift work, including holidays.

Qualifications and Skills

• Fluency in English with strong verbal and written communication skills suitable for different internal audiences.
• Minimum one year of relevant experience or an applicable educational background.
• Experience dealing with sensitive content and understanding content removal and escalation workflows.
• Proven ability to work independently, make sound judgments, and adapt to shifting priorities without compromising quality.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Objective approach to duties without bias or influence from personal beliefs.
• Willingness to work weekends and holidays on a rotational basis; flexible start times depending on geographic region; based full-time onsite.
• Ability to comply proactively with procedures and operational policies.

Work Environment and Wellbeing

This role involves exposure to potentially distressing content such as bullying, hate speech, child safety issues, and harm to self, others, or animals on a regular basis. The company acknowledges the psychological challenges involved and commits to providing comprehensive wellbeing programs that support employees physically and mentally throughout their employment.

About the Company

We are a leading short-form mobile video platform with headquarters in Los Angeles and Singapore and offices worldwide. Our mission is to inspire creativity and bring joy through innovative technology powered by a diverse and global team. We strive for continuous learning, resilience, and inclusive growth while fostering a supportive environment where diverse voices are celebrated.