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Standards & Enforcement Specialist

Substack· Standards & Enforcement
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Hybrid (Remote), Hybrid (New York), Hybrid (San Francisco (HQ))$75k - $85kFull-timePosted 11mo ago

About the role

Substack is seeking a Standards & Enforcement Specialist to own and optimize the end-to-end ticket queue, resolve tickets accurately and on time, and leverage data and AI tooling to classify, draft, and triage. The role involves collaboration with Legal, Policy, and Product teams to maintain platform integrity while upholding free expression.

Responsibilities

  • Work the S&E queues day to day: spam and abuse reports, suspension appeals, publication appeals, account deletion requests, and user-reported policy violations, applying macros and SOPs where they fit and judgment where they don't.
  • Handle appeals with care: check the original enforcement decision, weigh new context, and write a clear outcome the user can understand, whether it's an overturn or a hold.
  • Handle legal-adjacent tickets from SOPs; DMCA, trademark, NCII, data-subject requests, LE requests, knowing when to resolve and when to escalate to Legal fast.
  • Maintain the Zendesk setup the team runs on: views, macros, triggers, automations, SLAs.
  • Use AI tools to make ticket review more efficient; classification, drafting, triage, and challenge them when they get it wrong.
  • Continuously improve the SOPs and decision trees the rest of the team follows.
  • Report on volume, SLAs, and backlog. Pull your own data and analyze as needed.
  • Work with Legal, Policy, and Product teams as necessary before trends become a problem.

Qualifications

  • 2–4 years in Trust & Safety, support operations, content moderation, or compliance at a tech platform.
  • Hands-on experience working a high-volume ticket queue where accuracy and deadlines both matter.
  • A working grasp of platform enforcement concepts: Appeals, escalation paths, NCII, DMCA basics, and how legal process touches a platform. You do need to know when to resolve and when to escalate.
  • Comfortable working with data: querying it yourself (SQL a plus), spotting when numbers look wrong, and building simple reports on volume, SLAs, and backlog.
  • Zendesk knowledge and using AI tools to do investigations and data analysis.
  • Clear writing. You'll write to frustrated users, cross-functional partners, and occasionally lawyers and regulators in the same week.
  • Good judgment under deadline pressure.
  • This will be a Tuesday to Saturday shift role, OR or Sunday to Thursday

Skills

Required:Ticket queue managementEnforcement conceptsData analysisZendeskCommunication

Benefits

  • Market competitive salary
  • Equity for all full time roles
  • Exceptional benefits
Last updated Sep 16, 2026. Interested? Apply on the company site.
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