Trust & Safety Lead

Job Summary

Leading a small team, the full-time remote Trust & Safety Lead will manage escalated support tickets, develop policies and playbooks for sensitive situations, and collaborate with product and legal teams to enhance trust and safety for users.

Key responsibilities

• Lead the Trust and Safety program and manage a team of specialists responding to escalated support tickets
• Evolve the Trust & Safety framework by developing policies, playbooks, and standard operating procedures
• Identify patterns from support tickets to implement product, process, and policy improvements

Required qualifications

• 7+ years of experience in Trust & Safety, Risk Operations, or related functions at a consumer technology platform
• Significant experience handling escalated customer requests in a fast-growing environment
• Proven track record of leading a Trust & Safety function, including policy development and team management
• Experience triaging new incident types and creating training protocols for team members
• Strong written and verbal communication skills, particularly in sensitive situations