Trust & Safety Specialist

Replit is the agentic software creation platform that enables anyone to build applications using natural language. With millions of users worldwide, Replit is democratizing software development by removing traditional barriers to application creation. As a Trust & Safety Specialist at Replit, you’ll own customer-facing workflows that handle sensitive and policy-driven interactions across the Support organization. This includes areas such as privacy requests, DMCA and intellectual property claims, law enforcement requests, and abuse appeals. This is a customer-facing role, similar to frontline support, but focused on high-risk and legally sensitive cases that require strong judgment, precision, and alignment with legal and policy requirements. You’ll be responsible for ensuring these interactions are handled accurately, consistently, and with care — balancing user experience with risk, safety, and compliance. Your work will directly impact how Replit protects users, responds to sensitive requests, and manages platform integrity at scale. You’ll operate as both an operator and systems builder. Early on, you’ll directly handle complex cases while helping define the processes, playbooks, and tooling that enable these workflows to scale across the broader Support organization. You’ll work closely with Legal, Security, Support, and Operations teams to define policies, improve workflows, and ensure that trust and safety processes are deeply integrated into customer support. IN THIS ROLE YOU WILL… - Handle end-to-end customer interactions for sensitive and policy-driven cases, including privacy requests, DMCA claims, law enforcement inquiries, and abuse appeals. - Triage and respond to complex or high-risk support tickets, ensuring accuracy, consistency, and compliance with legal, policy, and security requirements. - Partner with Legal and Security teams to translate policies into clear, actionable workflows for customer-facing Support teams. - Build and maintain playbooks, SOPs, and response frameworks that guide how sensitive cases are handled. - Design and improve processes to ensure timely, accurate, and scalable handling of trust and safety workflows. - Identify patterns and trends in sensitive cases, and drive improvements to reduce risk and improve customer experience. - Partner with Support Operations to embed workflows into tooling, automation, and agent-facing systems. - Define escalation paths and decision frameworks for ambiguous or high-risk cases. - Build reporting and visibility into key metrics and trends across trust and safety workflows. - Support training and enablement efforts to ensure frontline teams can confidently handle sensitive scenarios. REQUIRED SKILLS AND EXPERIENCE: - 4+ years of experience in customer support, trust & safety, support operations, or similar roles within a technology company. - Experience handling customer-facing workflows related to privacy, DMCA, law enforcement requests, abuse handling, or other policy-driven operations. - Strong judgment and decision-making skills when handling sensitive or ambiguous customer situations. - Experience translating policy or legal requirements into clear, repeatable processes or customer-facing guidance. - Strong written communication skills, with the ability to communicate clearly, empathetically, and precisely in high-stakes situations. - Experience building or improving SOPs, playbooks, or workflows in a support or operations environment. - Ability to balance risk, compliance, and customer experience in day-to-day decision-making. - Strong cross-functional collaboration skills, with experience working with Legal, Security, or Policy teams. - Experience working within support tooling ecosystems (Zendesk or similar platforms, case management systems, and internal documentation tools). - Comfort operating as both a hands-on operator and systems builder in a scaling environment. NICE TO HAVE: - Experience supporting developer tools, SaaS infrastructure, o