Trust & Safety Product Operations Specialist

<div class="content-intro"><p>Instawork is on a mission to create meaningful economic opportunities for skilled hourly professionals in communities around the globe. Our AI-powered labor marketplace helps local businesses scale, and enables global technology companies to push the frontiers of robotics and AI. Backed by world-class investors like Benchmark, Spark Capital, Craft Ventures, Greylock, Y Combinator, and others, we’re looking for exceptional talent to reimagine the way the world works.</p></div><p>We are hiring a Trust & Safety Product Operations Specialist to investigate safety incidents and work with the Product and Legal teams to prevent the next one. You will report to the Director of Trust & Safety. You will turn what cases and data show into product feedback and process fixes.</p> <p>This role uses AI throughout. You will prompt it to query data and build tools, and you will answer for what it produces.</p> <h2><strong>Key Responsibilities</strong></h2> <h3><strong>Investigations & Policy</strong></h3> <ul> <li>Run safety investigations from intake through resolution. Weigh conflicting accounts against the evidence, and close each case with a written finding that a second reviewer can verify.</li> <li>Handle escalated tickets. Communicate clearly with professionals and partners, and with legal and law enforcement when a case requires it. Tie every resolution to the facts and to our terms.</li> <li>Apply Instawork’s Community Guidelines consistently, and propose revisions where cases expose gaps.</li> </ul> <h3><strong>Data & Metrics</strong></h3> <ul> <li>Use natural language to generate SQL for our databases. Review each query’s logic and verify its results before you act on them.</li> <li>Identify fraud patterns and safety trends yourself, without a technical intermediary. Report what the data supports and where it falls short.</li> <li>Track the metrics that show whether Trust & Safety is working, including incident rate, time to first action, appeal overturn rate, and repeat-violation rate. Report results to Product and Legal against targets set by the Director of Trust & Safety.</li> <li>Investigate the cause when a metric moves off target, and recommend a response.</li> <li>Re-review a sample of closed cases each month to check that findings are accurate and consistent.</li> </ul> <h3><strong>Product Operations & Automation</strong></h3> <ul> <li>Test new safety and enforcement features before launch, and send Product written defect reports.</li> <li>Help plan outreach to professionals and partners for each new feature, and track adoption from launch.</li> <li>Collect and analyze feedback from cases and support channels, and report what it implies for departmental and company planning.</li> <li>Build internal tools by prompting AI coding assistants. Check the logic and test the output before a tool touches a live case. Examples include scripts that assemble case evidence and workflows that route incoming reports. Keep data privacy and human review in each tool.</li> <li>Find the manual steps that slow investigations and replace them with automation or a tool you build. Maintain what you ship.</li> </ul> <h2><strong>What You Bring</strong></h2> <ul> <li>1+ years in Trust & Safety, Operations, or Compliance.</li> <li>Demonstrated ability to weigh conflicting accounts and reach a fair finding under pressure, with a habit of checking your own bias.</li> <li>Daily professional use of AI to query data and build tools, and a working knowledge of where it fails.</li> <li>Fluency in Excel or Google Sheets, and comfort moving through internal systems to assemble facts.</li> <li>Experience tracking and reporting operational metrics, and judgment about which ones mislead.</li> <li>Ownership of each case until the underlying problem is solved.</li> </ul> <h2><strong>Nice to Have</strong></h2> <ul> <li>SQL, Python (Pandas), or a BI tool such as Looker or Tableau.</li> <li>Familiarity with AI coding assistants such as Codex, Claude Code, Cursor, or Replit, or with no-code tools such as Zapier.</li> <li>Experience working with external stakeholders such as clients, legal teams, or law enforcement.</li> <li>Experience testing or launching product features.</li> <li>Background in a marketplace or labor platform.</li> </ul> <p><span style="color: rgb(255, 255, 255); font-size: 8pt;">#LI-Onsite</span></p><div class="content-conclusion"><p><strong><span style="font-size: 14pt;">Our Values </span></strong></p> <ul> <li> <p><strong><span style="text-decoration: underline;">Empathy, Trust & Candor</span><br></strong>We put ourselves in the shoes of our colleagues and customers and don’t shy away from uncomfortable conversations, instead building trust through honest and direct feedback.</p> </li> <li> <p><strong><span style="text-decoration: underline;">Bias for Action</span><br></strong>We practice high-velocity decision-making, clear-eyed that we often operate with incomplete information. Growing quickly means it’s OK to be wrong, so long as we learn from our mistakes and course correct!</p> </li> <li> <p><strong><span style="text-decoration: underline;">Always Be Learning</span><br></strong>We’re a