Sarah Copeland

Five years leading high-severity Trust & Safety operations on a live UGC platform across investigations, escalations, review quality, policy implementation, and detection improvements. Translate enforcement gaps into practical tooling, taxonomy, and automation changes while leading reviewer workflows and decision quality.

Caretaking Coordinator, Trust & Safety at FetLife (BitLove Inc.) (2021-08 – Present)

• Lead day-to-day high-severity Trust & Safety operations for a live UGC platform handling ∼190,000 reports/month, coordinating queue health, escalations, appeals, and enforcement consistency as the senior member of a 3-person Coordinator team
• Shipped 570+ GitHub pull requests across policy, guidelines, tags, taxonomy, and operations; built Python/Flask and JavaScript workflow tools that reduced reviewer context switching and improved case-note consistency
• Proactively investigate recurring abuse across ban evasion, related accounts, coordinated behavior, and repeat offenders; convert findings into behavioral indicators and detection improvements
• Personally resolved 45,000+ escalated cases; review ∼150–200 appeals weekly and surface decision inconsistencies, edge cases, and policy gaps back into repeatable enforcement guidance
• Lead coaching and formal weekly performance evaluation for a 12-person review team (previously 20), using reversal and decision-quality analytics to target coaching and policy clarification
• Co-led a full rewrite of public policy pages; maintain enforcement guidance and monthly public transparency reporting

Tier 2 Technical Advisor (AppleCare program) at KellyConnect (2017-10 – 2020-01)

• Handled escalated iPhone, iPad, Mac, Apple ID, and iCloud cases after fast-tracking to Tier 2; supported training readiness for other advisors

Tier 2+ Technical Support at InMotion Hosting (2017-02 – 2017-11)

• Resolved escalated hosting, VPS, WordPress, DNS, SSL, email, malware, database, and migration issues while authoring internal documentation and training Tier 1 teammates

AppleCare Mac+ Senior At-Home Advisor at Apple Inc. (2013-05 – 2015-11)

• Resolved Tier 2 Mac/iOS, Apple ID, iCloud, account-security, and repair escalations; selected as a pilot trainer and coached lower-tier advisors

Coursework in Computer Science – University of Toledo