Policy Operations Specialist, Intellectual Property

2 weeks ago

Toronto, Canada Shopify Full time

Company Description

Shopify has redefined commerce, raising the standard for how companies of all sizes sell their products and services online and off. With millions of merchants in more than 175 different countries, and the most innovative platform on the market, we continue to grow rapidly while constantly looking for new ways to impact and disrupt markets. From building a new product feature for our commerce platform, to helping a merchant troubleshoot an issue over the phone, we want to empower our ecosystem through our work. Our products allow entrepreneurs and brands to focus on what they do best: building and selling their products. Having a unified vision, a north star, is vitally important to ensure that we are all headed in the same direction. No matter the size or experience, we want to power every merchant’s experience. This is why we’re all here.

**Job Description**:
Within the Shopify Trust Team, the Trust & Safety Team is committed to making commerce better for everyone. From shaping and enforcing policy, addressing online content concerns, and developing cutting-edge tooling to scale and streamline complex workflows, our work is challenging, varied and constantly evolving.

Trust & Safety Operations is responsible for operationalizing procedures and processes to support Shopify’s legal and compliance framework. This includes overseeing the enforcement and ongoing development of processes and policies related to copyright and trademark infringement by Shopify’s merchants.

We’re looking to add a Policy Operations Specialist, Intellectual Property (IP) to our Trust & Safety team. Among other things, this role involves handling a large volume of intellectual property infringement notices, triaging incoming IP questions and escalations from both internal and external parties using our ticketing system, and acting as a primary point of contact for merchant-related legal questions.

Real talk: Our unofficial team motto is "no task too small". You need to work hard, be eager, and be a great team player. Our super smart, dedicated and highly-engaged team members are always willing to jump in and help out, regardless of the task.

**Responsibilities**:

- Assisting with IP matters, such as handling Digital Millennium Copyright Act (“DMCA”) Notices and Takedowns and Trademark Notices and Takedowns.
- Assisting with the development of new processes to streamline the team’s work, and supporting other projects within the Trust & Safety team as they arise.
- Championing a better, faster and simpler way of doing things.

**Qualifications**:
**Requirements for the role**:

- Experience working in ticketing systems (e.g. Zendesk, Salesforce) and managing complaints.
- Exceptional verbal and written communication skills and attention to detail.
- Excellent time management skills - you thrive when you’re working on multiple projects, and are adept at balancing priorities, stakeholders and deadlines.
- Tons of patience and a strong customer service orientation.
- A proactive, data-driven approach to identifying and solving problems. This means you are genuinely curious about the way things work. If you don’t know something, you do your best to figure it out on your own.
- Superb research and analytical skills - you enjoy digging into unclear issues and using your analytical skills to find creative solutions.

**Bonus experience**:

- A Bachelor's degree in a related field, and/or commensurate work experience.
- Knowledge of the DMCA Notice & Takedown process, and you have experience handling DMCA Takedown Notices
- Experience with relational databases and SQL (MySQL)
- Experience working in a legal environment or legal education

Additional Information

LI-IE1 #LI-REMOTE
- At Shopify, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is this close to what we’re looking for, please consider applying._

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