Slack Policy Operations Analyst

Quick Facts

• Role: Slack Policy Operations Analyst

• Team focus: Policy enforcement within the Office of Ethical and Humane Use (OEHU)

Description

Support day-to-day policy enforcement operations for the Slack platform by reviewing customer reports and escalations related to safety, security, and potential ethical use policy violations. Investigate abuse reports and respond to internal inquiries through research and investigations, partnering closely with Security, Legal, Product, and Customer Experience teams. Handle high-risk cases with urgency, communicate clearly with users and stakeholders, and help improve policies and supporting documentation.

Responsibilities

• Handle complex customer reports of potentially harmful and illegal content, balancing speed, legal obligations, and decision quality

• Investigate abuse reports and potential acceptable use policy violations objectively and without personal bias

• Support sensitive workspace ownership transfer requests by verifying data ownership and assessing legal/contractual and access/control risks

• Respond to internal inquiries and conduct research and investigations

• Partner on escalated cases with Security, Legal, Product, and Customer Experience

• Manage critical and high-risk situations with appropriate urgency

• Provide fast, accurate, tailored communication to users and internal stakeholders

• Resolve issues by developing expertise in relevant product and policy areas and troubleshooting complex cases with high accuracy

• Identify and surface customer issues and policy trends, helping implement process improvements

• Create and maintain high-quality documentation to support new and existing policies

• Mentor peers and contribute timely, actionable feedback to improve the customer experience

• Participate in weekend shift rotation to support on-call needs

Requirements

• Degree or equivalent relevant experience

• 3+ years of experience in content moderation, content safety, anti-abuse operations, or customer support; solid understanding of technology sector and policy issues

• Ability to synthesize information from multiple sources, conduct thorough research/investigations, and provide nuanced recommendations

• Proficient verbal and written English communication for both customers and senior-level audiences

• Comfort learning new technologies and tools; strong relationship-building with cross-functional partners

• Excellent judgment, composure, and ability to work on sensitive cases involving graphic or extremist content

• Track record of proposing high-impact improvements and successfully leading initiatives

• Willingness to participate in weekend shift rotation