Serve as a senior case owner for complex, time-sensitive U.S. and international legal requests (subpoenas, search warrants, preservation, exigent/emergency requests)
Act as queue lead during assigned shifts: monitor volumes, triage, prioritize, and ensure SLAs, quality standards, and escalation paths are met
Lead end-to-end request processing, including validation of legal process, data gathering (CS Tool, Safety Toolbox, JIRA), packaging, and secure delivery via Kodex
Handle high-risk matters (imminent harm, child exploitation, self-harm, media/high-profile incidents) in close coordination with Critical Harms, Legal, and Comms
Lead BPO agents and junior FTEs on tooling, policy application, and operational judgment; provide structured feedback into QA
Own process and tooling improvements for a subset of LE request flows (e.g., automation, templates, documentation); partner with Privacy Eng, T&S Eng, and Kodex on rollout
Contribute to metrics and reporting (volumes, turnaround time, error/rework rates) and propose data-backed remediations
Represent LE Ops in cross-functional working groups (e.g., new tooling, preservation, policy changes) as an operational subject-matter expert.

Requirements

5+ years in law enforcement response, trust & safety, legal operations, or adjacent investigative/records roles
Strong working knowledge of ECPA, content vs. non-content standards, U.S. and international LE request types, and emergency disclosure practices
Demonstrated ability to run points on complex, high-stakes cases with limited supervision and strict deadlines
Proficiency with case-management and data tooling (e.g., Zendesk or similar ticketing, internal data tools, SQL-adjacent workflows) and comfort learning new internal tools quickly
Excellent written judgment and documentation skills; able to translate legal requirements into clear, auditable operational steps
Experience mentoring or leading others informally.

Benefits

Equity compensation
Health insurance
Paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

case managementdata gatheringSQLautomationdocumentationmetrics reportinglegal process validationdata-backed remediationoperational judgmenthigh-stakes case management

Soft Skills

leadershipmentoringwritten judgmentcommunicationorganizational skillsproblem-solvingtime managementcollaborationfeedback provisionprioritization