Trust and Safety Operations Analyst

2 hours, 47 minutes ago
Full-time
Senior
Cybersecurity
Calendly

Calendly

Calendly offers a modern scheduling platform that simplifies the process of finding meeting times, allowing users to eliminate the hassle of back-and-forth communication and enhance productivity through automated scheduling features.

Internet Software & Services
251-1K
Founded 2013
$351M raised

Description

  • Triage and resolve Trust & Safety escalations from internal channels, including suspension, reinstatement, and abuse-related requests.
  • Conduct daily enforcement operations, including account suspension, reinstatement review, and bulk suspension workflows.
  • Review and investigate abuse reports from hosts, customers, support tickets, enforcement actions, and internal QA signals.
  • Monitor risk and abuse signals across telemetry, detection outputs, product usage patterns, and investigation queues.
  • Perform in-depth investigations into suspicious behavior using account history, velocity signals, behavioral context, and product interaction data.
  • Develop and maintain playbook rules that standardize workflows, decision-making, and response protocols.
  • Partner with Product and Engineering to identify gaps in detection, tooling, workflows, and enforcement controls.
  • Translate operational findings into requirements, prioritization inputs, and mitigation recommendations.
  • Maintain review cadences and operational reporting, including weekly investigation reviews, abuse trend summaries, and SLA/volume tracking.

Requirements

  • 5+ years of experience in Product Operations, Technical Program Management, Risk Operations, Engineering Operations, or a related operational role supporting software, platform, or customer-facing teams.
  • Experience managing operational workflows, queues, escalations, investigations, or review cadences in a cross-functional environment.
  • Strong operational rigor, follow-through, and attention to detail.
  • Ability to analyze signals from support tickets, customer reports, internal tooling, enforcement actions, product usage, or operational dashboards to identify patterns or recurring issues.
  • Familiarity with tools such as Jira, Confluence, Slack, dashboards, and ticketing systems.
  • Experience using AI tools to summarize findings, identify patterns, reduce manual work, or support operational analysis and reporting.
  • Strong communication skills with the ability to provide status updates, summarize findings, and escalate risks or decisions to stakeholders.
  • Experience partnering with Product, Engineering, CX, Security, Legal, or other cross-functional teams.
  • Experience in Trust & Safety, Risk Operations, Fraud Operations, Abuse Operations, Platform Integrity, or Security Operations (preferred).
  • Experience reviewing abuse, spam, fraud, account enforcement, policy, or customer escalation workflows (preferred).
  • Experience supporting operational reporting, health metrics, SLA tracking, queue management, or recurring business reviews (preferred).
  • Experience working with technical teams to identify tooling gaps, manual process pain points, automation opportunities, or requirements for operational improvements (preferred).
  • Experience in a high-growth SaaS, marketplace, communications, or platform business (preferred).
  • Ability to balance speed, judgment, and accuracy when handling sensitive, customer-impacting, or risk-related decisions (preferred).

Benefits

  • Annual base salary range of $138,149 to $209,661 USD, depending on location tier.
  • Top Performer Bonus program (or sales incentive) for full-time employees working 30+ hours per week.
  • Equity awards.
  • Competitive benefits package.
  • Remote work location-based pay zoning.
  • Occasional travel opportunities for company events, team collaboration, or offsites.

Interested in this position?

Apply directly on the company website

Apply Now

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