Operations Associate, Handshake

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

Desirable

• The Operations Associate will be the dedicated execution partner for Trust & Safety, helping keep fraudulent activity off the marketplace
• You'll split time across three areas: analyzing data to track team health metrics, triaging and resolving user-support escalations (and identifying the trends behind them), and managing the team of outsourced BPO reviewers who verify new users — their SOPs, training, and quality
• The goal is to take enough of the daily operational load off the team's plate that it can spend more time on the structural, product-and-engineering fixes that reduce that load for good
• You'll work closely with Support, Fellow Experience, and Delivery teams whose work feeds into and depends on Trust & Safety decisions
• Analyze trust & safety data and metrics — precision, recall, verification wait times, and more — to track team health and surface opportunities for improvement
• Triage and resolve escalations involving fraudulent, suspicious, or blocked users, and identify recurring patterns worth solving at the root instead of one ticket at a time
• Manage the BPO verification team, including SOPs, training, quality measurement, and handling of edge cases
• Partner cross-functionally with Support, Fellow Experience, and Delivery teams whose work depends on Trust & Safety's decisions
• Scope and document larger problems, spinning up analysis on recurring issues so the team can bring clear, well-supported asks to Product and Engineering