As a Trust & Safety Enforcement Specialist at Etsy, you will play a critical role in maintaining the integrity of our marketplace by enforcing Etsy’s policies and protocols across listings, entities, and seller accounts. You will be responsible for reviewing and resolving a variety of workflows related to enforcement, appeals, and escalations—ensuring high accuracy, timeliness, and fairness in your decisions.
This role requires strong analytical skills, attention to detail, and the ability to work efficiently in a high-volume environment. You will also collaborate cross-functionally with internal stakeholders and contribute to projects that help evolve Etsy’s enforcement capabilities.
Key Responsibilities
Apply Etsy’s policies and enforcement protocols to listings, shops, and seller accounts with consistency and accuracy.
Conduct timely reviews of core enforcement workflows, adhering to established service-level agreements (SLAs).
Handle complex, high-priority enforcement cases (e.g., Rate of Sale [ROS], shop-level reviews, bulk takedowns, QA reviews, ML golden sets).
Review and resolve seller appeals within SLA guidelines.
Support sensitive external escalations and high-risk accounts, providing timely updates to the Team Lead and/or Incident Commander.
Identify abuse trends and patterns in enforcement workflows and escalate relevant findings to the Team Lead or Operations Managers.
Contribute to internal quality assurance efforts and provide feedback for continuous process improvement.
Support cross-functional enforcement initiatives and projects (e.g., Guru card documentation, input to policy updates, feedback to detection teams).
Performance Expectations
Meet or exceed a monthly productivity target of 100%.
Maintain a quality score of 95% or higher on all enforcement reviews.
Deliver consistently against assigned weekly workflows.
Maintain high accuracy and efficiency in enforcement decisions, ensuring compliance with internal performance standards.
Provide clear, professional communication both in written decisions and cross-functional discussions.
Escalate issues appropriately based on severity and impact.
Collaborate effectively with peers and cross-functional partners to support team success.
Qualifications
Demonstrated expertise in interpreting and applying platform policies.
Experience in trust & safety, content moderation, policy enforcement, or a related field preferred.
Strong attention to detail with the ability to make fair and unbiased decisions.
Excellent communication skills—both written and verbal.
Proven ability to manage high volumes of work within strict deadlines.
Analytical mindset with the ability to recognize patterns and trends in complex datasets.
Comfortable working in a fast-paced, evolving environment.
Team-oriented with a collaborative approach to problem-solving.