Senior Operations Expert - Trust & Safety

Location: Makati City, Metro Manila, Philippines

Company

A global design platform used by more than 150 million people every day, with a Trust & Safety function focused on reducing abuse and keeping users safe.

What you will do

• Lead triage and investigations of escalated abuse cases involving deceptive content, hate and discrimination, harassment, and child safety.
• Support Tier 1 vendor operations through quality escalations, training alignment, policy reinforcement, and edge-case clarification.
• Participate in red-teaming, dataset labelling, classifier evaluation, and trust model tuning.
• Lead or co-lead incident response, including on-call participation and post-mortems.
• Document escalation patterns and trends to inform policy, ML, and product strategy.
• Represent Safety & Trust Operations in cross-functional work with Content Safety, Abuse Insights, Account Integrity, Product, Engineering, and Legal.

Requirements

• Bachelor's degree or at least 3 years of experience in Trust & Safety, abuse operations, or fraud investigation.
• Experience independently handling high-risk investigations and using case investigation tooling such as Castle or similar systems.
• Experience or strong interest in AI readiness, including data labelling, prompt testing, classifier feedback, or red-teaming.
• Ability to handle emotionally challenging and potentially distressing content while maintaining resilience and self-care practices.
• Strong collaboration skills across Policy, Product, Engineering, and Legal.
• Willingness to join an on-call rotation that may include 24/7 coverage and holiday shifts.

Culture & Benefits

• Flexible work options including remote, hybrid, and in-office arrangements.
• Dedicated wellbeing support, structured resilience practices, and counselling for Trust & Safety team members.
• Equity packages.
• Inclusive parental leave for parents and carers.
• Annual wellbeing and social connection allowance supporting personal wellbeing and office setup.
• Flexible leave options and virtually conducted interviews.