Trust and Safety Specialist

About us:

Fansly is a creator subscription platform that allows creators to connect with and monetize their audiences through features such as subscriptions, a For You page, exclusive and pay-per-view content, direct messaging, tips, custom content, live streaming, and fan engagement. The platform supports a wide range of content, including NSFW and adult content, and emphasizes content compliance, user safety, and trust and safety.

We foster a culture of mutual respect, open communication, and a shared passion for our work. Join us in making a difference in the content creation industry!

Job Description:

As a Trust & Safety Specialist, you will play an integral role in maintaining a safe, compliant, and trusted platform for our users and creators. You will be responsible for reviewing and resolving content-related escalations, applying platform guidelines and policies, and identifying and removing violating content. This role requires strong attention to detail, sound judgment, and the ability to assess content within its broader context while collaborating with internal teams to address safety and compliance concerns. The role includes you making decisions and applying compliance actions to accounts, and communicating to the account holders.

This position operates within an NSFW environment and requires regular exposure to sexually explicit, graphic, or otherwise egregious content as part of the role. Applicants should be comfortable reviewing and making decisions on this type of material.

What we offer:

We offer a robust benefits package that includes 401(k) retirement savings plans, comprehensive medical, dental, vision, and pet insurance, life coverage, critical illness protection, short- and long-term disability benefits, and parental leave for every new parent.

Employees also receive 40 hours of paid sick leave annually, along with paid bereavement leave.

Yearly merit increase and other incentives, and you also get access to an Employee Assistance Program (confidential counseling) if needed.

Key Responsibilities:

• Content Moderation & Escalations:

  • Address content escalations, ranging from minor violations to more serious infractions.

  • Enforce platform guidelines by removing policy-violating content and ensuring compliance with the ToS.

  • Process warning and logging procedures for policy violations.

  • Live moderation.

  • Message, comments, and post caption moderation.

• AI Escalations:

  • Evaluate AI-flagged content to determine if removal is necessary.

  • Conduct full account investigations for serious Terms of Service (ToS) violations, ensuring compliance with platform guidelines.

• Compliance & User Safety:

  • Address urgent compliance-related emails, including verification requests and time-sensitive issues.

  • Verify documentation and other compliance-related inquiries while maintaining a high standard of accuracy.

  • Respond to general compliance emails related to ToS.

  • Investigate user reports and take appropriate action based on platform policies.

• User Reports:

  • Manage and evaluate user reports, ensuring that content complies with our ToS.

  • Conduct thorough investigations of accounts to maintain a safe and secure environment for both creators and users on the platform.

Additional Responsibilities:

• Manage various queues efficiently.

• Assist in processing applications and payouts.

• Provide assistance with training initiatives, ensuring team members are well-equipped to handle their responsibilities.

• Providing feedback/assistance to our BPO

• Fraud detection

• NCMEC escalations

Qualifications:

• Ability to adapt to changes on short notice.

• Familiarity with the dynamics of online communities, social media platforms, and user-generated content.

• Ability to handle sensitive content with professionalism.

• Strong attention to detail and problem-solving and investigation skills.

• Excellent time management and prioritization skills.

• Ability to collaborate effectively with cross-functional teams.

• Ability to work weekends and within operating hours of 6:00 AM-6:00 PM Central Time

• Experience using a CRM, internal ticketing system like Intercom or Zendesk, or similar customer/workflow management platforms.

• Strong holistic account investigation skills, with the ability to assess account activity, context, and patterns to make informed decisions.

• Ability to apply sound judgment beyond the strict interpretation of ToS by considering the broader intent and spirit of the policy.

• Proficiency in the English language.

• Receptive to feedback and ability to pivot accordingly.

Strongly valued, not required:

• Bachelor's degree.

• 2+ years of experience in Trust and Safety, content moderation, or related field.

• Familiarity with platform guidelines, ToS, and compliance requirements.

• Proven experience in investigating and mitigating online abuse and fraudulent activities.

• Multilingual proficiency.