Trust & Safety Analyst

Position Overview

Epsilon Solutions Ltd. seeks a Trust & Safety Analyst based in St. Catharines, Ontario. This full-time, onsite role involves investigating complex issues regarding user safety, fraud, abuse, and policy breaches to ensure a secure digital platform.

Primary Responsibilities

• Conduct manual and AI-supported content moderation to enforce platform policies.
• Handle escalated reports of harmful or policy-violating content with thorough investigations.
• Assess user appeals and provide well-founded, documented decisions.
• Identify and investigate scams, spam, account takeovers, and abusive conduct.
• Recognize emerging abuse trends and recommend preventive strategies.
• Escalate high-risk cases and coordinate with internal teams for resolution.
• Monitor fraudulent activities such as fake accounts, payment fraud, and chargebacks.
• Analyze fraud trends to enhance prevention measures and maintain accurate records of cases.

Qualifications

• At least six months experience in trust & safety, content moderation, cybersecurity, data privacy, legal, or related fields.
• High school diploma or equivalent credentials.
• Proficient analytical, investigative, and decision-making capabilities.
• Excellent communication skills, both verbal and written.
• Comfortable engaging with sensitive or challenging content.
• Willingness to work rotating shifts including evenings, weekends, and holidays.

Preferred Experience

• Knowledge of Generative AI technologies and their potential misuse.
• Experience with investigative tools like login history analysis, API log usage, or secure PII management systems.
• Familiarity with evolving policies and risk management frameworks.

Compensation and Benefits

• Starting hourly wage of CAD $19.65 plus comprehensive benefits package.
• Signing bonus of USD $2,000.
• Full-time employment with 35 to 44 hours per week.
• More than four weeks of paid training and ongoing career development support.
• Health, wellness, paid time off, retirement benefits, and employee resource groups.
• Opportunities to build a career in risk operations, trust & safety, and responsible AI.

Additional Information

The ideal candidate is detail-focused, analytical, empathetic, and capable of making sound decisions under ambiguity and pressure. Ability to adapt to policy changes and accurately document investigation outcomes is essential. This role requires onsite presence in St. Catharines, Ontario, and involves working rotating shifts.