Operations Analyst, Slack Policy Operations

Team Overview

The Office of Ethical and Humane Use (OEHU) was formed with a mandate to ensure that Salesforce technology is used to help, not harm, society and uphold the basic human rights of every human being. The Slack Policy team within OEHU plays a pivotal role in advancing, implementing, and enforcing policy on the Slack platform. We safeguard the conversations that power the world's work.

Role Overview

As a member of the Slack Policy Operations team, you will support day-to-day policy enforcement operations, including reviewing customer reports and escalations related to safety, security, and potential ethical use policy violations. This role will also involve responding to internal inquiries, conducting research and investigations, and partnering closely with Slack's Security, Legal, and Product teams. You will solve complex customer issues, mentor (and be mentored by) team members, and lead initiatives that continuously improve the customer experience and drive impact through collaboration across Slack.

This role requires content moderation escalation responsibility, including regular exposure to potentially harmful content such as images of violence, hate speech, or content that exploits or endangers children. Comfort and experience with trust and safety operations or content moderation is essential.

We're committed to giving you the opportunity to do the best work of your life, while helping others do the same.

Job Responsibilities

• Handle complex customer reports of potentially harmful and illegal content balancing speed and thoroughness to meet legal obligations while ensuring high-quality decision making.

• Investigate abuse reports and potential acceptable use policy violations objectively and without personal bias.

• Support sensitive workspace ownership transfer requests by verifying data ownership, assessing legal and contractual obligations, and evaluating risks related to access, control, and the transfer of customer data

• Respond to internal inquiries and conduct research and investigations.

• Partner closely with Slack's Security, Legal, and Product, and Customer Experience teams on escalated cases.

• Manage critical and high-risk situations with an appropriate sense of urgency.

• Provide fast, accurate, and tailored communication to Slack users and internal stakeholders.

• Effectively resolve customer and internal issues by developing expertise in relevant product and policy areas, and by troubleshooting complex issues with a high level of accuracy.

• Identify and surface customer issues and policy trends, helping to implement process improvements in collaboration with relevant teams across Slack.

• Create and maintain high-quality documentation to support new and existing policies.

• Empathize with every aspect of the customer experience, leading initiatives to continuously improve how, why, and when customers receive support with their most sensitive issues.

• Contribute to the ongoing learning and success of your team and the company through mentoring your peers and sharing timely and actionable feedback.

Requirements

• You have prior experience in content moderation, content safety, anti-abuse operations, or customer support, and a solid understanding of the technology sector and policy issues.

• You can take complex problems, synthesize detailed information from multiple sources, conduct thorough research and investigations, and construct nuanced recommendations. You're skilled at considering a case from various points of view and weighing the merits of all perspectives.

• You are an articulate communicator, proficient in both verbal and written English, and enjoy crafting clear, concise messages for both customers and senior-level audiences.

• You're confident in learning new technologies and tools, working collaboratively to support policy implementation and enforcement. You also have strong relationship-building skills with cross-functional partners.

• You are hardworking and eagerly embrace the challenge of solving problems, both with technical and soft skills. You're curious about technology, have a solid understanding of its business and customer impact, and possess excellent judgment.

• You have a track record of proposing high-impact improvements, leading initiatives, following through on commitments, and persevering in the face of obstacles.

• You believe the whole is greater than the sum of its parts, enjoy teaching complex issues to customers and team members at all levels, and maintain a high degree of self-awareness and composure, modeling this for your team.

• You are resourceful and flexible, holding yourself and the team accountable to best-in-class results.

• You are willing to work, with support from your team and company, on cases involving graphic or extremist content.

• You are available to participate in our weekend shift rotation to support on-call needs.

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