Trust & Safety Lead

About the role

We're hiring a Trust & Safety Lead to handle the most sensitive issues coming from our community: parents, teachers, tutors, school leaders, kids, and sometimes government bodies. As we scale multiple products to more families than ever, this role makes sure every one of those interactions is handled with care, speed, and good judgment. This is a small team where your ideas will shape how we protect kids online. You'll lead a queue of specialists, build the policies and playbooks that guide our response to hard situations, and partner closely with product, legal, and leadership to reduce risk and improve trust for millions of families.

Responsibilities

• Lead the Trust and Safety program and a team of specialists who respond to escalated support tickets accurately and on time, across our full range of products
• Evolve the Trust & Safety framework at Dojo alongside product and engineering, and land the policies, playbooks, and standard operating procedures that make it real
• Identify patterns from tickets and turn them into product, process, and policy improvements
• Uplevel our team through better training materials, updated help center content, and thoughtful onboarding of new team members as we scale
• Partner with legal, product, and leadership to respond to sensitive incidents, including running post-mortems that lead to shipped improvements

Requirements

• 7+ years leading Trust & Safety, Risk Operations, Integrity Operations, or related functions at a consumer technology platform
• Significant experience responding to escalated customer requests in a fast-growing environment, using tools like Zendesk
• Previously led a Trust & Safety function at a consumer tech platform, including building policies, managing a queue of work, standing up new capabilities, and partnering with vendors
• Triaged incident types no one had seen before, and then documented and trained others on the new protocol
• Communicated about sensitive incidents to legal, product, and company leadership with clarity and calm
• Write and speak with empathy, precision, and warmth, and are comfortable with subject matter that's emotionally heavy
• Manage your own schedule, follow through without being chased, and thrive in a fast-moving company with high expectations

Qualifications

• If you are on LinkedIn, you will not be able to access the hyperlinks below. Once you click apply, you will be directed to our career website (if you are not on there already) and will be able to access the hyperlinks