Trust & Safety Lead
New
C
ClassDojoEducation Technology
We are a distributed company, so we hire regardless of location, as long as you are willing to have significant hours overlap with one of the Americas time zones., Significant hours overlap with one of the Americas time zones.Full-TimeLead
Salary102,000 - 150,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 7+ years
- Required Skills
- Zendesk
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 Zendesk
- Proven experience building policies, managing a queue of work, standing up new capabilities, and partnering with vendors
- Demonstrated ability to triage incident types, document procedures, and conduct team training
- Experience communicating about sensitive incidents to legal, product, and company leadership with clarity and calm
- Excellent writing and verbal communication skills with the ability to handle emotionally heavy subject matter
- Self-managed work style with strong follow-through
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
View Full Description & ApplyYou'll be redirected to the employer's site
