Hi, I’m Jacqueline Hertz, a Trust & Safety Professional

I work where Trust & Safety operations meet process design. Across nine years reviewing high-severity content — content moderation, policy enforcement, and abuse investigations — I’ve done more than clear a queue: I look for why the queue behaves the way it does, then fix it — all while sustaining 98%+ accuracy on the hardest cases.

My biggest accomplishments have come from changing how the work itself gets done. I designed a case-handling workflow, adopted across the team, that cut average handling time by 40%. I led a proposal to leadership to clear a growing backlog — modeling resolution scenarios with AI — which became a team-wide sprint and the basis for a new internal case-handling tool that I shepherded as engineering’s primary point of contact. And because I trained as a licensed attorney in Brazil before spending years in US enforcement operations, I move fluently between the legal and the operational — translating frontline signal into SOPs, tooling, and decisions that Policy, Engineering, and Legal can all act on.

I build the people around the process, too: I’ve onboarded, trained, and quality-assured 20+ analysts, using side-by-side review to ramp new hires up to 30% faster and hold decisions consistent at scale. Underpinning it all is a legal foundation — a Brazilian LL.B., a postgraduate diploma in criminal law, and Bar admission — that lets me read policy the way I read statute: closely, and with an eye for the edge cases.