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 fieldExceptional written and verbal communication skills, with an emphasis on empathy, privacy and discretionStrong analytical skills, with experience using data to identify trends, risks, and opportunitiesDemonstrated ability to think broadly and offer balanced recommendations on operations and strategyCalm, professional approach to handling sensitive or high-stakes safety issuesProven track record in drafting and enforcing Trust & Safety policies and training programsExperience working independently and cross-functionally across regions and various time zones