Senior Operations Expert - Trust & Safety

Join the team redefining how the world experiences design. As Senior Operations Expert, you'll be a key individual contributor on the Safety & Trust Operations (STOps) team, leading complex abuse investigations, supporting vendor guidance, and contributing to the AI-driven tooling and classifier training that powers Canva's detection capabilities. This role involves regular exposure to sensitive and potentially distressing content, including child safety material. Interviews are conducted virtually.

Responsibilities

Leading triage and investigation of escalated abuse cases across deceptive content, hate and discrimination, abuse and harassment, and child safety; Acting as a point of contact for Tier 1 vendor support, including quality escalations, training alignment, and policy reinforcement; Delivering policy updates and edge-case clarification to vendor partners; Participating in red-teaming exercises to surface classifier blind spots, labelling datasets, evaluating classifier output, and supporting trust model tuning; Leading or co-leading incident response, including on-call participation and post-mortems; Documenting patterns and trends from escalations to inform policy, ML, and product strategy across the Trust & Safety group; Representing STOps in cross-functional efforts with Content Safety, Abuse Insights, Account Integrity, and other teams

Requirements

Bachelor's degree or 3+ years of experience in Trust & Safety, abuse operations, or fraud investigation; Ability to own high-risk investigations with clarity and independence; Familiarity with case investigation tooling (e.g. Castle or similar); Experience or genuine curiosity around AI readiness, such as data labelling, prompt testing, classifier feedback, or red-teaming; Ability to handle emotionally challenging content while maintaining strong self-care practices and personal resilience; Ability to collaborate effectively across Policy, Product, Engineering, and Legal; Flexibility to participate in an on-call rotation, which may include 24/7 coverage and holiday shifts

Benefits

Equity packages; Inclusive parental leave policy that supports all parents and carers; Annual Vibe & Thrive allowance for wellbeing, social connection, office setup and more; Flexible leave options; Dedicated wellbeing support, structured resilience practices, and access to counselling