Trust & Safety Product Operations Specialist
Instawork
Salary undisclosed
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Description
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.
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.
This role uses AI throughout. You will prompt it to query data and build tools, and you will answer for what it produces.
Key Responsibilities
Investigations & Policy
- 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.
- 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.
- Apply Instawork’s Community Guidelines consistently, and propose revisions where cases expose gaps.
Data & Metrics
- Use natural language to generate SQL for our databases. Review each query’s logic and verify its results before you act on them.
- Identify fraud patterns and safety trends yourself, without a technical intermediary. Report what the data supports and where it falls short.
- 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.
- Investigate the cause when a metric moves off target, and recommend a response.
- Re-review a sample of closed cases each month to check that findings are accurate and consistent.
Product Operations & Automation
- Test new safety and enforcement features before launch, and send Product written defect reports.
- Help plan outreach to professionals and partners for each new feature, and track adoption from launch.
- Collect and analyze feedback from cases and support channels, and report what it implies for departmental and company planning.
- 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.
- Find the manual steps that slow investigations and replace them with automation or a tool you build. Maintain what you ship.
What You Bring
- 1+ years in Trust & Safety, Operations, or Compliance.
- Demonstrated ability to weigh conflicting accounts and reach a fair finding under pressure, with a habit of checking your own bias.
- Daily professional use of AI to query data and build tools, and a working knowledge of where it fails.
- Fluency in Excel or Google Sheets, and comfort moving through internal systems to assemble facts.
- Experience tracking and reporting operational metrics, and judgment about which ones mislead.
- Ownership of each case until the underlying problem is solved.
Nice to Have
- SQL, Python (Pandas), or a BI tool such as Looker or Tableau.
- Familiarity with AI coding assistants such as Codex, Claude Code, Cursor, or Replit, or with no-code tools such as Zapier.
- Experience working with external stakeholders such as clients, legal teams, or law enforcement.
- Experience testing or launching product features.
- Background in a marketplace or labor platform.
#LI-Onsite
Our Values
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Empathy, Trust & Candor
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. -
Bias for Action
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! -
Always Be Learning
We’re a curious bunch, and with AI transforming our workplace we encourage everyone to learn from each other, compounding our knowledge and experience to help us change an entire industry. -
Act Like an Owner
We work long, hard, and smart, building products that delight our users and drive growth. Your ability to impact Instawork is limited only by your courage and conviction, not your job description.
About Instawork
Founded in 2015, Instawork is the nation’s leading online labor marketplace for food services, hospitality, light industry, and logistics, connecting more than 7M skilled workers with local restaurants, hotels, warehouses, stadiums, and more. Our AI-powered platform serves thousands of businesses across more than 50 major markets in the United States and Canada. We're not just helping fill shifts, we're supporting local economies—and we're just getting started!
Instawork has been featured by CBS News, The Wall Street Journal, The Washington Post, and the Associated Press. Forbes included us on their Next Billion Dollar Startups list; RetailTech Breakthrough named us Workforce Hiring Solution of the Year for 2025; and Inc. 5000 recognized us as one of the country's top 10% fastest-growing companies two years in a row. But what matters most is our impact. We're solving real problems for real people, and we’re doing it at scale.
Join our team to help us build something that matters! We’re looking for superstars who want to help us shape the future of work. With hubs in San Francisco, Bangalore, and Chicago, city offices in New York, Phoenix, and Singapore, we're back to working together in-person five days a week because we believe the best ideas happen when great people collaborate face-to-face. We also value diverse perspectives and encourage applications from candidates of all backgrounds.
Ready to make an impact? Learn more at www.instawork.com/about.
About this role
Instawork's Trust & Safety team investigates incidents on their AI-powered labor marketplace and translates findings into product improvements and process changes. As the specialist in this role, you'd own cases from intake through resolution—weighing conflicting accounts, documenting findings, and escalating to legal or law enforcement when needed. You'd also identify fraud patterns and safety trends by writing SQL queries against their databases, track key metrics like incident rate and appeal overturn rate, and work with Product to test new safety features before launch and measure adoption afterward.
The role demands someone comfortable operating at the intersection of investigation, data analysis, and product operations. You'll need at least a year in Trust & Safety, Operations, or Compliance, plus daily hands-on experience using AI to query data and build tools—and the judgment to know when those tools fall short. Excel fluency and the ability to move through internal systems to assemble facts are essential. Beyond that, you should have a track record of reaching fair decisions under pressure while checking your own bias, and the ownership mindset to see problems through to their root cause.
If you have SQL, Python, or experience with BI tools, that's valuable. Experience with AI coding assistants, no-code automation platforms, or working with external stakeholders like legal teams would strengthen your candidacy. The role is based in San Francisco and requires in-office work five days a week.
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Pay for this role
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