Standards & Enforcement Specialist

Written by the T&S Network from Substack's posting.

Standards and enforcement queue work at Substack, covering user reports, spam and abuse reports, account deletion requests, and the legal-adjacent tickets that come with them. The specialist owns the queue end to end, resolves appeals and policy tickets, and uses data and AI tooling to triage and classify so judgment goes where it's needed.

• Harassment and bullying
• Self harm and suicide
• Spam and platform abuse

What you'd do

• Work daily queues for spam and abuse reports, suspension and publication appeals, deletion requests, and user-reported policy violations.
• Review original enforcement decisions, weigh new context, and write clear appeal outcomes, whether an overturn or a hold.
• Handle DMCA, trademark, NCII, data-subject, and law enforcement tickets from SOPs, escalating to Legal when needed.
• Maintain Zendesk views, macros, triggers, automations, and SLAs the team depends on.
• Use AI tools for classification, drafting, and triage, and correct them when they err.
• Improve SOPs and decision trees, and report on volume, SLAs, and backlog from self-pulled data.
• Investigate clusters of related accounts and content, then run bulk enforcement sweeps after false-positive spot checks.

What it asks for

• Two to four years in T&S, support ops, moderation, or compliance at a tech platform.
• Time spent running a busy ticket queue where both accuracy and speed count.
• Grasp of appeals, escalation, NCII, basic DMCA, and how legal demands reach platforms.
• Able to pull data yourself and put together basic volume, SLA, and backlog reports.
• Zendesk administration and use of AI tools for investigations and data analysis.
• SQL skills (preferred)

Worth knowing

• Reviews content that can be disturbing, including harassment, self-harm, violence, and child safety material.
• Wellness support provided and workload managed accordingly.
• Tuesday to Saturday or Sunday to Thursday shift schedule.

Terms in this role

Law enforcement response.

Handling requests for user data from police and courts, including emergency requests where someone's life may be at risk.

Transparency report.

A published account of how a service enforced its rules over a period: removals, appeals, government requests. The DSA requires them in the EU.

Our best summary of the posting, and it can be wrong. The employer's posting is what counts: read it in full on Substacknorth_east before you apply. If we got something wrong, report this listing.