Ops Analyst, Slack Policy Operations

🔥 3 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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📋 Description

• Support day-to-day Slack policy enforcement operations • Review customer reports and escalations related to safety, security, and potential ethical use policy violations • Respond to internal inquiries and conduct research and investigations • Partner with Slack’s Security, Legal, Product, and Customer Experience teams on escalated cases • Handle complex reports of potentially harmful and illegal content • Investigate abuse reports and potential acceptable use policy violations • Support confidential workspace ownership transfer requests by verifying data ownership and assessing legal, contractual, and access risks • Manage critical and high-risk situations • Provide fast, accurate, and tailored communication to Slack users and internal stakeholders • Troubleshoot complex customer and internal issues • Identify customer issues and policy trends and help implement process improvements • Create and maintain documentation for policies • Lead initiatives to improve the customer experience • Mentor peers and share timely, actionable feedback

🎯 Requirements

• 3+ years of prior experience in content moderation, content safety, anti-abuse operations, or customer support • Solid understanding of the technology sector and policy issues • Ability to synthesize detailed information from multiple sources and conduct thorough research and investigations • Ability to construct nuanced recommendations and weigh multiple perspectives • Proficient in both verbal and written English • Ability to learn new technologies and tools • Strong relationship-building skills with cross-functional partners • Excellent judgment and understanding of technology's business and customer impact • Track record of proposing high-impact improvements, leading initiatives, and following through on commitments • Willingness to work on cases involving graphic or extremist content • Availability to participate in the weekend shift rotation for on-call needs

🏖️ Benefits

• Time off programs • Medical insurance • Dental insurance • Vision insurance • Mental health support • Paid parental leave • Life insurance • Disability insurance • 401(k) • Employee stock purchasing program • Reasonable accommodation during the application or recruiting process

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