Junior Policy Operations Specialist, Trust & Safety Policy (Remote, Americas)

Shopify is now permanently remote and working towards a future that is digital by default. Learn more about what this can mean for you.

Shopify is a leading global commerce company that provides trusted tools to start, grow, market, and manage retail businesses of any size. Merchants use our software to power their businesses across multiple sales channels, including web, tablet and mobile storefronts, social media and marketplaces, and in their brick-and-mortar and pop-up shops. Our platform and services are engineered for reliability,  and have raised the standard for shopping experiences of consumers across the world. Shopify powers over one million businesses in more than 175 countries. 

About the team

Within the Shopify Legal Team, the Trust & Safety Policy Team is committed to making commerce better for everyone. From shaping and enforcing policy, researching complex legal and policy issues, and addressing online content concerns, our work is challenging, varied and constantly evolving.

Trust & Safety Policy is responsible for overseeing the enforcement and ongoing development of the terms and policies that affect Shopify’s merchants and partners. This includes investigating and actioning complaints relating to violations of Shopify’s Acceptable Use Policy (AUP), as well as proactively monitoring emerging legal and regulated issues, trends in content moderation, and other developments relevant to Shopify’s merchant and partner policies. 

About the role

We’re looking to add a Junior Policy Operations Specialist to our team. Among other things, this role involves triaging incoming AUP reports, questions and escalations from both internal and external parties, and acting as the primary point of contact for support matters that require Trust & Safety Policy attention. 

About You

To be successful on the Trust & Safety Policy team you must be a quick learner who is able to thrive in a fast-paced, start-up culture. You must be comfortable with ambiguity. You think strategically and laterally; on the team we all strive to think big while managing the details.  

Real talk:  We are team players. Our unofficial team motto is "no task too small" - we are always willing to jump in and help out regardless of the task. We take the work seriously, but don’t take ourselves too seriously.


    • Acting as a first responder for incoming AUP reports, associated questions and escalations - both internally and externally - and triaging these action items accordingly

    • Handling various AUP reports, including regulator inquiries and sometimes sensitive subject matter.

    • Completing preliminary investigations into alleged AUP violations and carrying out content removals. 

    • Tracking legal/policy related issues and trends in content moderation, assisting with research projects and identifying new areas for policy development. 

    • Assisting with the development of new processes to streamline the team’s work, and supporting other projects within the Trust & Safety team as they arise, including the roll out of training initiatives on the team and throughout the company.  

    • Building and supporting relationships with internal teams and assisting with cross-functional projects. 

    • Acting as the main point of contact for support matters that require the Trust & Safety Policy team’s attention

    • Championing a better, faster and simpler way of doing things.

Requirements for the role

    • A Bachelor's degree in a related field, and/or commensurate work experience. 

    • Incredible organizational and time management skills. This role involves handling multiple projects and initiatives simultaneously, and executing those projects to completion in a timely manner. You must be able to prioritize well, work efficiently, and demonstrate flexibility as workloads fluctuate with minimal supervision. 

    • A proactive approach to solving problems. This means you have a hunger to learn and are genuinely curious about the way things work. If you don’t know something, you do your best to figure it out on your own. 

    • Superb research and analytical skills. This role involves investigating obscure issues in jurisdictions worldwide. 

    • Exceptional written and oral communication skills. This means you have the ability to communicate with a wide variety of audiences about complex situations using plain language.

    • Keen observation skills and a willingness to pitch in. If you notice some of your teammates have been pulling some long hours, you jump in to help ease the workload.

Bonus Experience

    • Experience in online content moderation and/or legal operations.

    • Experience working in a legal or law enforcement environment. 

    • Knowledge of the technology sector and online policy issues (e.g. online safety).

We know that applying to a new role takes a lot of work and we truly value your time. In your cover letter, we would love to hear about your thoughts on personal bias in content moderation. Stephanie Pike, Lead for Trust & Safety Policy, is looking forward to reading your application.

This posting will close on Thursday, July 16, 2020 at 4 PM EDT. 

You can expect to hear back from us (regardless of outcome) within 3 weeks from when you applied. 

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

Apply Now

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