Tiago Lopes: From Policy Enforcement to T&S Leadership

Welcome to the first episode of T&S Pro Voices, our series spotlighting the people behind Trust and Safety - the professionals who protect online communities and keep the internet trustworthy. These are the unsung heroes working tirelessly behind the scenes to make the digital world safer. Today, we're excited to share Tiago Lopes's story.

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To kick things off, can you tell us a bit about yourself and what you do in the Trust and Safety space? Can you share a bit about your journey into this field?

I'm a Portuguese national who has been living in Ireland for over a decade. With a Master's in Environmental Engineering, I have worked for the Portuguese Consumers Associated in user education before transitioning into Trust and Safety. During my thesis, I realized my strengths in data-driven decision-making and stakeholder collaboration were my superpowers, and through a shared connection, I heard about Ireland's lively tech industry. In a leap of faith, at the start of 2013 I moved to Dublin where I joined Google through an outsourcing partner, supporting the Portuguese market.

That role became my gateway into Trust and Safety. Over time, I've managed to grow alongside the industry, wearing multiple hats from analyst to leader, operations manager, and more recently in strategic program management roles. I work closely with both frontline teams and leadership to shape policy enforcement and compliance strategies. While I may have entered the field by chance, I like to think it was meant to be.

What sparked your interest in Trust and Safety? How did you find your way into this field? What are some memorable challenges you've encountered in your role?

I started in Trust and Safety 12 years ago while working for Google through an outsourcing partner. Back then, the industry didn't even have the name "Trust and Safety"—it was more about maintaining product quality. The work was straightforward, mainly focused on spam and adult content. But from the very beginning, I felt a strong sense of purpose in protecting users and saw myself as an "internet cop."

Looking back, how have you seen Trust and Safety evolve? Are there any trends that excite you? What’s a memorable challenge you’ve faced in Trust and Safety?

In the early days, Trust and Safety was mostly about enforcing Community Guidelines or Terms of Use. Over time, threats have become more sophisticated, with coordinated abuse and organized bad actors. This growing complexity gives me a strong sense of mission every day. One of the most eye-opening challenges I've faced was realizing that some abuse areas have entire industries behind them, which I hadn't fully grasped before.

Can you share a project or moment from your career that you’re especially proud of?

One of the highlights of my career was working at Twitter on teams tackling major global events, such as conflict zones, elections, and misinformation. These were high-stakes challenges, but what stood out the most was the incredible teamwork and shared sense of mission.

How do you think the industry can better standardise team names and structures to make it easier for professionals to navigate and communicate with one another?

Big tech companies have made great progress in standardizing job roles and responsibilities, but smaller companies still use inconsistent terminology. The bigger issue is that many companies without a dedicated Trust and Safety function don't even know what they need. Ideally, any platform that allows user interaction, whether social media, e-commerce, gaming, services, or dating—should have a Trust and Safety team, even if it's small.

What advice or insights would you give to someone just starting out in Trust and Safety?

Although the industry has improved in supporting employee well-being, I can't stress enough the importance of self-care, especially given exposure to distressing content. Another key piece of advice is to gain experience in as many areas as possible. This will not only deepen your understanding of the field but also help you identify your ideal area of focus.

Anything you would like to add or bring to our Trust and Safety community's attention?

There are many great people doing important work in this field. Over the years, I've learned that the best opportunities for growth come from connections and shared experiences. Take the time to meet new people and learn from what others are doing.

A big thank you to Tiago for sharing his journey, insights, and advice with us! His path from Environmental Engineering to Trust and Safety leadership is a great reminder that this field welcomes people from all backgrounds and that connections and shared experiences are often the key to growth.

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If you're a Trust and Safety professional with a story to tell, we'd love to hear from you. Simply fill out the form here. We'll review your submission and be in touch if we'd like to feature your story.