Standards & Enforcement Specialist

Substack
San Francisco, New York
Workplace: HybridFull timeUSD 75,000 - 85,000 annuallyFunction: Customer Support (Service Desk)Experience: 2-4 yearsSkills: ["Clear writing","Good judgment","Deadline management"]

Own the end-to-end workflow for Substack’s Standards & Enforcement ticket queues, handling spam and abuse reports, suspension and publication appeals, account deletion requests, and user-reported policy violations. Resolve tickets accurately and on time using macros/SOPs, handle appeals with careful review of prior decisions, and process legal-adjacent requests (e.g., DMCA, trademark, NCII) with fast escalation when needed. Maintain Zendesk operations, use AI tooling for efficiency, and report on SLAs, volume, and backlog.

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FursaFursa
Substack
Substack
2 days ago

Standards & Enforcement Specialist

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Job Summary

Own the end-to-end workflow for Substack’s Standards & Enforcement ticket queues, handling spam and abuse reports, suspension and publication appeals, account deletion requests, and user-reported policy violations. Resolve tickets accurately and on time using macros/SOPs, handle appeals with careful review of prior decisions, and process legal-adjacent requests (e.g., DMCA, trademark, NCII) with fast escalation when needed. Maintain Zendesk operations, use AI tooling for efficiency, and report on SLAs, volume, and backlog.
Location: San Francisco, New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Work the S&E queues day to day, resolving spam/abuse reports, suspension and publication appeals, account deletion requests, and policy violations using macros/SOPs and judgment.
  • •Handle appeals by reviewing the original enforcement decision, weighing new context, and writing clear user-facing outcomes.
  • •Process legal-adjacent tickets (e.g., DMCA, trademark, NCII, data-subject requests, law enforcement requests), resolving when appropriate and escalating to Legal when necessary.
  • •Maintain Zendesk setup including views, macros, triggers, automations, and SLAs.
  • •Use AI tools to classify, draft, and triage tickets, continuously improve SOPs/decision trees, and report on volume, SLAs, and backlog.

Pay and Benefits

Salary: USD 75,000 - 85,000 annually
Equity and Bonus:Equity

Key Requirements

  • •2–4 years in Trust & Safety, support operations, content moderation, or compliance at a tech platform.
  • •Hands-on experience managing a high-volume ticket queue with both accuracy and deadlines.
  • •Working knowledge of platform enforcement concepts like appeals and escalation paths, including NCII and DMCA basics.
  • •Comfort querying data (SQL a plus), spotting anomalies, and creating reports on volume, SLAs, and backlog.
  • •Zendesk knowledge and experience using AI tools for investigation, classification, drafting, and triage.
Experience:2-4 yearsTrust & safetyContent moderationComplianceSupport operations
Skills:Clear writingGood judgmentDeadline management
Tech Stack:ZendeskAISQL

Company Brief

Substack
Provides a platform for writers to publish subscription-based newsletters, manage paid subscriptions, and connect directly with readers through email and web publishing tools.
Industry: Publishing
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series A
Headquarters: San Francisco, United States
Founded: 2017
WebsiteLinkedIn