Ops Analyst, Slack Policy Operations
Salesforce
Opportunity published from Workday · applications stay with the original hiring source.
About the opportunity
The Office of Ethical and Humane Use (OEHU) at Salesforce ensures technology is used to help society and uphold human rights.
As part of the Slack Policy Operations team, you will support day-to-day policy enforcement operations by reviewing customer reports and escalations related to safety, security, and potential ethical use policy violations.
This role requires content moderation escalation responsibility, including regular exposure to potentially harmful content such as images of violence, hate speech, or content that exploits or endangers children.
You will respond to internal inquiries, conduct research and investigations, and partner closely with Slack's Security, Legal, Product, and Customer Experience 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 data transfer.
- Respond to internal inquiries and conduct research and investigations while partnering closely with Security, Legal, Product, and Customer Experience teams on escalated cases.
- Manage critical and high-risk situations with an appropriate sense of urgency, providing fast, accurate, and tailored communication to users and internal stakeholders.
- Resolve customer and internal issues by developing expertise in relevant product and policy areas, and troubleshooting complex issues with high accuracy.
- Identify and surface customer issues and policy trends to help implement process improvements across Slack.
- Create and maintain high-quality documentation to support new and existing policies.
- Contribute to the ongoing learning and success of the team by mentoring peers, sharing actionable feedback, and participating in a weekend shift rotation for on-call needs.
Qualifications
- Minimum of 3+ years of prior experience in content moderation, content safety, anti-abuse operations, or customer support, with a solid understanding of the technology sector and policy issues.
- Ability to take complex problems, synthesize detailed information from multiple sources, conduct thorough research, and construct nuanced recommendations.
- Articulate communicator, proficient in both verbal and written English, skilled at crafting clear messages for customers and senior-level audiences.
- Confident in learning new technologies and tools, with strong relationship-building skills to support cross-functional policy implementation and enforcement.
- Resourceful, flexible, and willing to work on cases involving graphic or extremist content with support from the team and company.
- Excellent judgment and a track record of proposing high-impact improvements, leading initiatives, and following through on commitments.
Benefits
- Time off programs
- Medical, dental, and vision insurance
- Mental health support
- Paid parental leave
- Life and disability insurance
- Employee stock purchasing program
- Incentive compensation and equity eligibility based on role
Job Category
Customer Success
About the company
Salesforce is the #1 AI CRM, uniting humans and agents to drive customer success together. The company leads workforce transformation in the agentic era, focusing on innovation, trust, and core values that better business and the world through artificial intelligence.
Application: UpVagas lists this opportunity from the hiring company or its recruitment platform. The application is completed at the original source.
