Operations Associate (Trust & Safety)

Join Handshake as an Operations Associate in Trust & Safety. In this role, you will analyze data to track team health metrics, triage and resolve user-support escalations, and manage the team of outsourced BPO reviewers. You will work closely with Support, Fellow Experience, and Delivery teams, and your goal will be to alleviate the daily operational load so the team can focus on structural, product-and-engineering fixes.

• Analyzing trust & safety data and metrics to track team health and identify opportunities for improvement.
• Triage and resolve escalations involving fraudulent, suspicious, or blocked users, and identify recurring patterns worth solving at the root.
• Manage the BPO verification team, including SOPs, training, quality measurement, and handling of edge cases.

• Comfort operating with ambiguity, using judgment to figure out the right approach rather than relying on a fixed playbook
• A quantitative academic background (e.g. computer science, math, data science, or similar) or equivalent experience
• Strong SQL skills, with the ability to independently pull and analyze data
• Strong written communication skills — this role writes much of the direct communication sent to affected users
• Comfort with AI-assisted tooling (e.g. Claude Code) for data and workflow tasks
• 1+ years of experience in a highly analytical, ops-focused role (new-grad candidates with a relevant quantitative internship are welcome)
• Experience in fraud, trust & safety, or risk operations
• Familiarity with identity verification tools (e.g. Persona)
• Experience managing or working with a BPO or other outsourced vendor team