We believe that Substack should be a safe place for the free exchange of ideas. The Senior T&S Specialist role will guide our policy enforcement, content moderation, and T&S team operations. This is a full-time role that requires full weekend moderation and critical response coverage on Saturdays and Sundays (10 am - 6 pm CET). Candidates will be ideally located in the United Kingdom.

As a Senior Specialist, you’ll help us level up the quality of T&S operations by improving enforcement operating procedures and processes, reporting on key performance metrics, providing high touch resolution for critical escalations and top writer requests, and coaching a team of specialists through complex safety challenges. In order to succeed, you’ll need to have deep product knowledge, a knack for making sound judgment calls under pressure, persuasive cross-functional story-telling abilities, and experience working on fast-paced and high-performing safety teams.

Substack’s compensation package includes a market-competitive salary, equity for all full-time roles, and exceptional benefits. Our cash compensation salary range for this role is £76,000 - £92,000. Multiple factors, including candidate experience and expertise, determine final offer amounts and may vary from the amounts listed above.

Responsibilities

• Provide content moderation and critical response coverage for time-sensitive issues including, spam, copyright infringement, content guidelines violations, data subject access requests, appeals, and account recovery.
• Resolve highly visible escalations and edge cases requiring input from leadership or cross-functional stakeholders.
• Investigate complex safety issues and make sound recommendations for mitigation and prevention.
• Develop and maintain clear and consistent documentation of T&S operating procedures, processes, and public-facing communications to readers and writers.
• Collaborate with cross-functional stakeholders including team members in Product, Engineering, and Partnerships to identify and create solutions for user safety issues.
• Help improve processes to optimize efficiency, safety, and the reader/writer experience.

About You (Minimum Requirements)

• 3+ years of experience on a fast-paced Trust and Safety or content moderation team moderating a high volume of content.
• Strong written and verbal communication skills.
• You’re comfortable reviewing highly sensitive, potentially offensive, shocking, or extreme content and align with Substack’s approach to content moderation.
• You’re a self-starter. You’re able to build and implement moderation processes where necessary, make sound judgment calls under pressure, and resolve ambiguous or complex safety issues with minimal supervision.
• You enjoy collaborating with a diverse group of stakeholders. You can persuasively advocate for necessary data, tooling, or product needs to enhance platform safety.
• Able to navigate and resolve ambiguous or novel safety cases and platform abuse issues.
• Believe in Substack’s mission to build a better business model for writing.

Location: Remote (UK)