[Hiring] Trust & Safety Investigator @10a Labs

Role Description

You'll be part of a broader trust and safety function, helping protect products and users from abuse, fraud, scams, and related risks across tools. The work is hands-on:

• Clearing ticket queues
• Resolving cases
• Carrying out enforcement actions
• Surfacing patterns worth flagging to your lead

Every decision is grounded in existing policy frameworks, with a clear path for escalating anything outside your scope.

Please note: this work involves exposure to difficult material, some of it sexual, violent, or otherwise disturbing in nature.

This position includes on-call coverage on a rotating basis, up to 7 days at a time, with no more than 5 consecutive days falling on weekends or holidays.

This is a remote, 6-month fixed term position.

In this role, you will:

• Work through assigned ticket queues, resolving cases while hitting quality, accuracy, and turnaround targets.
• Chip away at backlog by triaging cases according to urgency and risk, keeping pace with service-level goals.
• Evaluate evidence tied to enforcement reports and apply consistent, policy-aligned actions.
• Investigate flagged activity using internal tooling, documenting your reasoning and outcomes clearly.
• Route ambiguous or high-stakes cases to the right escalation path, backed by clear evidence and context.
• Spot emerging patterns, unusual spikes, or recurring tactics, and surface them to the team.

Qualifications

• 2–5 years of experience in trust and safety, fraud, privacy, compliance, or a similarly operational function.
• A track record managing ticket-based workflows against productivity and SLA benchmarks.
• Comfort applying policy frameworks consistently, while still knowing when to escalate.
• A sharp eye for detail, even at high case volumes.
• Pattern-recognition instincts, and the ability to summarize findings clearly for your lead.
• Experience with and willingness to handle difficult or sensitive material as part of the job.
• Familiarity with case management platforms, investigative tooling, and approved AI-assisted workflows.
• Flexibility to move across queues as priorities shift.

Requirements

• Experience drafting case summaries or enforcement write-ups using standard templates (preferred but not required).
• Comfort participating in calibration sessions to keep decisions consistent across the team (preferred but not required).
• Strong writing skills for case notes, escalations, and user-facing communications (preferred but not required).
• Sound judgment when handling sensitive data and content (preferred but not required).

Benefits

• Work Environment: Fully remote, U.S.-based
• Health Benefits: Comprehensive health, dental, and vision coverage
• Time Off: Generous PTO and paid holiday schedule
• Retirement: 401(k) plan