Policy & Escalations Specialist

• Write and update platform rules and internal guidance for tools and reviewers
• Investigate emerging abuse patterns, including spam, scams, coordinated platform gaming, harassment, and sensitive content
• Recommend policy responses to new abuse patterns
• Analyze data to size problems and evaluate enforcement effectiveness, prevalence, action rates, and appeal outcomes
• Use AI tools to sort review queues, summarize cases, identify patterns across reports, and validate tool outputs
• Spend at least 50% of time reviewing content queues
• Develop the escalations management process
• Collaborate with Legal, Product, Engineering, Support, and Comms on cross-functional escalations
• Manage escalations involving illegal content with urgency, discretion, and reporting discipline
• Project-manage escalation action items
• Develop escalation-management materials such as intake criteria, SLAs, severity tiers, and handoff paths
• Handle precedent-setting cases and document defensible reasoning
• Support Substack’s mission to enable independent expression and build a better business model for creators

• 2–4 years working on content rules, Trust & Safety, law, regulatory work, or investigative research
• Experience writing policy is a plus
• Ability to write SQL
• Spreadsheet proficiency
• Ability to evaluate whether data supports claims
• Real experience using AI tools beyond drafting text
• Understanding of AI tool failure modes and ability to correct inaccurate outputs
• Strong, clear writing
• Good judgment in ambiguous situations
• Willingness to review upsetting content
• Availability for a Sunday to Thursday shift
• Familiarity with online safety regulation in the EU and UK is nice to have
• Experience translating regulatory requirements into operational guidelines is nice to have
• Project management experience is a plus
• Experience with illegal content escalation workflows, including NCMEC reporting, geoblocking decisions, and law-enforcement request handling, is nice to have
• Must answer whether immigration support or visa sponsorship is required to continue working in the United States
• Must be located in the NYC area or willing to relocate

Demonstrates expertise in content rules and Trust & Safety, with strong analytical skills to evaluate data and enforce policies effectively. Proficient in project management and collaboration across cross-functional teams to handle escalations and develop operational guidelines.

• Content Rules Development
• Trust & Safety Expertise
• SQL Proficiency
• AI Tool Utilization
• Project Management Experience

• SQL
• Data Analysis
• Policy Writing
• Escalation Management
• Spreadsheet Proficiency

• Strong Writing
• Good Judgment
• Discretion

• Trust & Safety
• Online Safety Regulation
• Investigative Research Content Moderation
• NCMEC Reporting

• AI Tools