The New York Times reports:
Twitter blamed the deletion of President Trump’s Twitter account on Thursday night on a rogue customer support employee. That employee has since been hailed in social media as a hero and as a scourge for acting against the president, who said the move reflected the impact his Twitter messages have had.
Yet it turns out the rogue employee was not a full-time employee at Twitter at all, according to two people briefed on the matter, who spoke on the condition of anonymity because the details are confidential. The person who shut down Mr. Trump’s account was a contractor, the people said. The discovery highlights a difficult issue for Twitter, as well as other technology companies that rely on large amounts of contract workers to handle sensitive work.
Facebook, Twitter and other companies outsource content review to third-party services like ProUnlimited and Cognizant, which are essentially internet call centers staffed with hundreds of workers who deal with customer service issues.
Update: We have implemented safeguards to prevent this from happening again. We won’t be able to share all details about our internal investigation or updates to our security measures, but we take this seriously and our teams are on it. https://t.co/8EfEzHvB7p
— Twitter Government (@TwitterGov) November 3, 2017