Overview
User Safety & Risk Operations Analyst supporting 24/7 safety escalation management for urgent, sensitive user-safety and regulatory cases.
What you'll do
- Handle and resolve high-priority harm and risk cases in line with policy and legal requirements.
- Manage user reports and tickets, internal escalations, and high priority investigations across multiple systems and tools.
- Serve as incident manager for escalations requiring nuanced policy, legal, or regulatory interpretation.
- Identify and implement process improvements and automation to improve efficiency, accuracy, and coverage.
- Conduct quality reviews and provide feedback to improve consistency across global teams.
- Analyze escalation and case data to identify trends and generate insights for policy, product, model behavior, or detection improvements.
- Participate in 24/7 on-call rotation, including off-hours and weekend coverage as needed.
What you'll need
- 5+ years of experience in trust & safety, content moderation, investigations, fraud, or developer risk operations.
- Experience working in incident response, law enforcement response, or escalations management.
- Domain expertise in a specialization area such as policy enforcement/content moderation, fraud/scam prevention, developer risk, or privacy/regulatory escalations.
- Exceptional analytical skills to detect patterns, assess risk, and recommend policy or product changes based on evidence.
- Ability to maintain accuracy, judgment, and composure under pressure when handling sensitive or time-critical situations.
- Communication skills with clarity, empathy, and precision in sensitive user-facing contexts.
Details
- Hybrid work model with 3 days per week in the Singapore office.
- Expected to work a standard 5x8 work week and cover the weekend shift each week (e.g., Saturday–Wednesday coverage).
- Role may involve exposure to sensitive content including sexual, violent, or otherwise disturbing material.
Read the full description and apply on the company’s own careers page.
