EI
Trust & Safety Contractor II
eTeam Inc.
- 🇺🇸 United States
- Remote
- 1 day ago
- $30 – $40 / hour
1 day ago
Location:Remote
Duration: 6-month duration, high potential of extension
Summary:
Provide day-to-dayoperational support for Intellectual Property enforcement queues, working embedded with FTEs to maintain SLA compliance, quality standards, and consistent policy application.
Responsibilities:
- Process IP operations queues in accordance with documented SOPs and policy guidelines
- Handle escalations by triaging, investigating, and routing complex cases to appropriate stakeholders
- Perform root cause analysis (RCA) on errors, trends, and process breakdowns; document findings and recommend corrective actions
- Collaborate with FTE counterparts and cross-functional partners to ensure consistent enforcement outcomes
- Maintain accurate case documentation and contribute to quality assurance reviews
- Flag process gaps or SOP ambiguities and support continuous improvement initiatives
Requirements:
- 2+ years of experience in trust & safety operations, content moderation, integrity/IP enforcement, or a comparable operational program management role
- Demonstrated ability to follow SOPs precisely while exercising judgment on nuanced or ambiguous cases
- Experience with escalation handling, root cause analysis, and operational reporting
- Comfortable doing investigations/ root cause analysis, escalation handling
- Strong written communication skills and attention to detail
- Comfortable working in fast-paced, queue-based environments with shifting priorities
Trust & Safety Contractor II · eTeam Inc.