Contract: Trust and Safety Policy Specialist

Upwork ($UPWK) is the world's work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.
Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.
This is an engagement through Upwork's Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork's business. Our HWS team members are located all over the world.
Work/Project Scope:

• Helping draft Trust & Safety policies that put the safety and security of our customers first and balance competing priorities across customer personas, growth, and risk
• Conducting extensive internal and external research to inform and distill policy options
• Reviewing customer and agent feedback to identify trends and themes
• Maintaining policy expertise and respond to agent questions about policy clarifications and gray areas
• Drafting macros for customer facing policy education and enforcement
• Identifying new risks or trends and escalate to the broader policy team to prioritize and address
• Assisting Senior Policy Manager in special and ad hoc projects

Must Haves (Required Skills):

• Excellent written English communication skills for both internal and external audiences - ability to tailor style and level of detail to the appropriate context.
• Strong research skills and an ability to distill complex ideas in a way that's accessible to a broad audience of internal and external stakeholders
• Proficiency in identifying key issues from amongst numerous inputs and determining root causes
• Excellent problem solver with experience executing high-level analysis, weighing tradeoffs and articulating rationale for decisions
• Experienced in Trust and Safety Risk, Fraud, or Customer Support Operations with experience applying policies to online content preferred

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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