Slack Policy Operations Specialist

Join the Office of Ethical and Humane Use (OEHU) at Salesforce as a Slack Policy Operations Specialist. You will play a crucial role in advancing, implementing, and enforcing policy on the Slack platform, safeguarding conversations that power the world's work.

Core Responsibilities & Scope As a member of the Slack Policy Operations team, you will support day-to-day policy enforcement operations, including reviewing customer reports and escalations related to safety, security, and potential ethical use policy violations. You will also respond to internal inquiries, conduct research and investigations, and partner closely with Slack's Security, Legal, and Product teams.

Key Responsibilities:

• Handle complex customer reports of potentially harmful and illegal content, balancing speed and thoroughness to meet legal obligations while ensuring high-quality decision making.
• Investigate abuse reports and potential acceptable use policy violations objectively and without personal bias.
• Support confidential workspace ownership transfer requests by verifying data ownership, assessing legal and contractual obligations, and evaluating risks related to access, control, and the transfer of customer data.
• Respond to internal inquiries and conduct research and investigations.
• Partner closely with Slack's Security, Legal, and Product teams on escalated cases.
• Manage critical and high-risk situations with an appropriate sense of urgency.
• Provide fast, accurate, and tailored communication to Slack users and internal stakeholders.
• Effectively resolve customer and internal issues by developing expertise in relevant product and policy areas, and by troubleshooting complex issues with a high level of accuracy.
• Identify and surface customer issues and policy trends, helping to implement process improvements in collaboration with relevant teams across Slack.
• Create and maintain high-quality documentation to support new and existing policies.
• Empathize with every aspect of the customer experience, leading initiatives to continuously improve how, why, and when customers receive support with their most critical issues.
• Contribute to the ongoing learning and success of your team and the company through mentoring your peers and sharing timely and actionable feedback.

Minimum Requirements:

• 3+ years of prior experience in content moderation, content safety, anti-abuse operations, or customer support.
• Solid understanding of the technology sector and policy issues.
• Ability to take complex problems, synthesize detailed information from multiple sources, conduct thorough research and investigations, and construct nuanced recommendations.
• Strong relationship-building skills with cross-functional partners.
• Willingness to work on cases involving graphic or extremist content.
• Availability to participate in weekend shift rotation to support on-call needs.

What We Offer:

• Competitive salary
• Comprehensive benefits package, including time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program