Global Trust & Safety Manager

⌘ Role Overview

The Global Trust & Safety Manager owns the operational execution of Trust & Safety at Timeleft, ensuring that user harm, abuse, misconduct, and privacy-related requests are handled consistently, effectively, and at scale.

Reporting to the Head of Customer Experience, this role is responsible for managing Trust & Safety operations, leading Trust & Safety team members, owning enforcement and incident response processes, and embedding safety standards into how the company operates.

⌘ Key Responsibilities

Trust & Safety Leadership & Operations

• Own global Trust & Safety operations, including intake, investigation, enforcement, and appeals.
• Lead and develop the Trust & Safety team, ensuring consistent judgment, coverage, and accountability.
• Act as the final decision-maker on enforcement actions within approved policies.

Policy Ownership & Enforcement Standards

• Own Community Guidelines and user safety policies.
• Define and maintain clear enforcement standards and escalation rules.
• Ensure policies are consistently applied and operationally effective.

Incident Management & Response

• Lead response to Trust & Safety incidents and user harm cases.
• Coordinate internal communication and mitigation during incidents.
• Escalate to external legal counsel or the external DPO when legal or regulatory input is required.

Privacy & Data Protection Operations

• Own operational handling of data subject requests (DSRs) and GDPR workflows.
• Ensure identity verification, SLA adherence, and auditability.
• Coordinate with Engineering and escalate edge cases to the external DPO as needed.

Tooling, Automation & Insights

• Own Trust & Safety tooling, workflows, and automation.
• Partner with Engineering to improve detection, moderation, and enforcement systems.
• Track and report on Trust & Safety performance, risks, and trends.

Cross-Functional Leadership

• Act as the Trust & Safety point of contact across Product, Engineering, Customer Support, and Operations.
• Feed real-world safety and privacy insights back into product and process decisions.
• Challenge internal practices that negatively impact user safety or trust.

⌘ Expected Outcomes

Within 6–12 months, success looks like:

• Trust & Safety operations run smoothly and predictably with minimal executive firefighting.
• Clear, enforceable safety policies with consistent application.
• Faster, more effective handling of safety incidents and user harm cases.
• Strong, auditable privacy and DSR handling processes.
• Reduced ambiguity between Trust & Safety, external legal counsel, and the external DPO.
• Trust & Safety insights actively influence product and operational decisions.
• A safer, more trustworthy experience for users at scale.

⌘ Skills & Competencies

• Strong operational leadership and people management skills.
• Excellent judgment in high-risk, high-ambiguity situations.
• Ability to balance user safety, fairness, and scalability.
• Deep understanding of Trust & Safety operations and enforcement workflows.
• Structured, process-oriented, and detail-focused.
• Comfortable owning difficult decisions and standing by them.
• Clear, calm communicator during incidents and escalations.
• Able to work cross-functionally without losing ownership or clarity.

⌘ Required Experience

• 7+ years in Trust & Safety, Integrity, Risk Operations, or a closely related field.
• 3+ years of experience managing Trust & Safety teams.
• Hands-on experience with moderation systems, enforcement workflows, and incident response.
• Experience handling user harm, abuse, or safety-related incidents at scale.
• Exposure to privacy operations and GDPR workflows (operational, not legal).
• Experience working with external legal counsel or a DPO.
• Fluency in English required.

⌘ Recruitment Process:

Introduction Interview (30min): A conversation with Talent Acquisition Lead to discuss your experience, career goals, and how they align with our mission at Timeleft.

Business Interview (30min): Discussion with Head of CX, your future manager, about the details of the job, expected outcomes and mutual fit.

Skills evaluation (45min): Hands-on session with Head of CX to dive deeper in your skill set and evaluate the impact you could have.

Final interview (30): Discussion with Chief of staff focused on business impact and culture fit.