Job Description
This role sits at the intersection of Trust & Safety (T&S) enforcement and policy creation, content moderation, privacy and Community Support operations. As the primary subject-matter expert for T&S within our Community Support organization, you'll oversee the daily review and enforcement of safety policies, Community Guidelines and Terms & Conditions. You will be heavily involved in privacy regulations, including data requests and all GDPR-related cases. Your core areas of responsibility will include incident response, safety monitoring, quality assurance, along with policy enforcement across the entirety of our community. Key Responsibilities • Serve as the primary escalation point for all Trust & Safety incidents across Raya's community. • Draft all T&S communications, ensuring all responses are timely, appropriate, and brand-consistent. • Oversee the full lifecycle of reports, ensuring they are handled discreetly, thoughtfully, and in alignment with brand policies and values. • Own and update moderation-related macros and templates, keeping them relevant, on-brand, and current. • Develop and maintain safety policies, playbooks, and documentation across Zendesk, Notion, and internal tools. • Define and track key Trust & Safety metrics and reporting in partnership with the Head of Community Support. • Deliver training and guidance to Community Support and internal teams on best practices. Conduct QA and drive continuous improvement. • Monitor incoming reports and profile moderation, to uphold a safe and authentic community experience. • Research emerging risks, trends, and best practices within the Raya community and the broader dating industry. • Stay current on global privacy and safety regulations and personally handle all issues related to the above as they arise. Qualifications • 5+ years of experience in Trust & Safety, moderation, or a closely related field • Exceptional written and verbal communication skills, with an emphasis on empathy, privacy and discretion • Strong analytical skills, with experience using data to identify trends, risks, and opportunities • Demonstrated ability to think broadly and offer balanced recommendations on operations and strategy • Calm, professional approach to handling sensitive or high-stakes safety issues • Proven track record in drafting and enforcing Trust & Safety policies and training programs • Experience working independently and cross-functionally across regions and various time zones Apply tot his job