It's an exciting time to join us as we build a new Trust & Safety team. As a Trust & Safety Analyst, you'll be a key driver in our proactive efforts to maintain a secure and trustworthy platform. You will not only monitor customer activity and enforce terms of service policies, but also leverage advanced tooling to identify and mitigate emerging fraud threats. You'll conduct initial investigations into reported customer activity, analyze data for fraud trends, and provide detailed findings that support our broader team objectives. This role requires developing proficiency and the ability to work collaboratively with cross-functional partners to uphold the integrity of our platform and brand. This role will involve responding to incidents as part of an on-call rotation.
This position is an individual contributor role reporting to the Senior Manager, Trust and Safety.
Responsibility
- Investigate and analyze complex patterns of customer-driven platform feature abuse using detailed customer activity logs and internal data sources
- Monitor customer activity and platform transactions to detect and prevent fraudulent activities, terms of service violations, and brand-damaging content or behavior
- Monitor for and investigate intellectual property infringement, trademark misuse, and other activities that could harm Docusign’s brand reputation and integrity
- Assist in the analysis of safety data to identify trends, patterns, and anomalies, contributing to a deeper understanding of internal platform and external brand risk
- Collaborate closely with Product, Engineering, and Policy teams to recommend and implement product and system changes that effectively deter platform abuse, close vulnerabilities, and improve automated detection models
- Adhere to established guidelines and procedures for terms of service enforcement and investigations, ensuring consistency, fairness and compliance in all abuse-related decisions
- Contribute to the refinement of trust and safety policies and procedures by providing evidence-based feedback rooted in investigations, feature abuse analysis, and emerging fraud trends
Job Designation
Hybrid:Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)
Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.
What you bring
Basic
- Bachelor's degree in a related analytical field (e.g., Data Analytics, Criminology, Computer Science) or equivalent experience analyzing complex data for fraud or risk
- 2+ years of experience in trust and safety, fraud detection, or a related field, preferably focused on customer-driven platform abuse within a high-volume tech environment
- Ability to analyze customer activity data, identify subtle or novel suspicious activity/abuse patterns, and document clear, defensible findings for policy action
- Working knowledge of relevant data privacy regulations and how they impact the ethical analysis and use of customer data for fraud prevention
- Demonstrated ability to work independently, manage a high volume of investigative priorities, and drive results without direct supervision
- Commitment to integrity, ethical standards, and data security when handling sensitive customer information and making decisions regarding account suspension or penalty
Preferred
- Proven experience proactively identifying and analyzing platform feature abuse and emerging fraud trends
- Including analyzing customer activity logs and actionable intelligence using SQL and other data analysis tools
- Proficiency with project management and ticketing tools like JIRA
- Strong analytical skills and meticulous attention to detail required to accurately interpret large customer datasets and ensure fraud prevention decisions (e.g., account suspension) adhere strictly to policy guidelines
- Strong problem-solving skills and sound judgment
- Excellent written and verbal communication skills
