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
