Ops Analyst, Slack Policy Operations

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

What You’ll Be Doing & Why It Matters

The Office of Ethical and Humane Use (OEHU) was formed with a mandate to ensure that Salesforce technology is used to help, not harm, society and uphold the basic human rights of every human being. The Slack Policy team within OEHU plays a pivotal role in advancing, implementing, and enforcing policy on the Slack platform. We safeguard the conversations that power the world’s work.

As a member of the Slack Policy Operations team, you will support day-to-day policy enforcement operations, including reviewing customer reports and escalations related to safety, security, and potential ethical use policy violations. This role will also involve responding to internal inquiries, conducting research and investigations, and partnering closely with Slack’s Security, Legal, and Product teams. You will solve complex customer issues, mentor (and be mentored by) team members, and lead initiatives that continuously improve the customer experience and drive impact through collaboration across Slack. This role requires content moderation escalation responsibility, including regular exposure to potentially harmful content such as images of violence, hate speech, or content that exploits or endangers children. Comfort and experience with trust and safety operations or content moderation is essential. We’re committed to giving you the opportunity to do the best work of your life, while helping others do the same.

Core Responsibilities & Scope

Handle complex customer reports of potentially harmful and illegal content balancing speed and thoroughness to meet legal obligations while ensuring high-quality decision making.

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

Support confidential workspace ownership transfer requests by verifying data ownership, assessing legal and contractual obligations, and evaluating risks related to access, control, and the transfer of customer data

Respond to internal inquiries and conduct research and investigations.

Partner closely with Slack’s Security, Legal, and Product, and Customer Experience teams on escalated cases.

Manage critical and high-risk situations with an appropriate sense of urgency.

Provide fast, accurate, and tailored communication to Slack users and internal stakeholders.

Effectively resolve customer and internal issues by developing expertise in relevant product and policy areas, and by troubleshooting complex issues with a high level of accuracy.

Identify and surface customer issues and policy trends, helping to implement process improvements in collaboration with relevant teams across Slack.

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