Head of CX/Trust & Safety

About Tea

The Tea dating app is a women-only platform launched in 2023 that allows users to conduct background checks and share information about potential dating partners to ensure safety. Users can run reverse image searches for "catfishing," search criminal and offender databases, and participate in anonymous forums to share experiences dating men. The app's tools include AI-powered identity verification, content moderation, and a feature for sharing "red flag" and "green flag" feedback about men's behavior. The product is evolving to support a range of general purpose social and AI tools over the next few months.

Position Overview

We are seeking an experienced Head of Customer Experience to lead our customer experience and trust & safety initiatives. This role is critical to maintaining a safe, positive environment for our users while delivering exceptional support experiences. The successful candidate will build and scale our support team and operations, implement robust trust and safety protocols, and ensure our platform remains a secure space for meaningful connections.

Key Responsibilities

Leadership & Strategy

Develop and execute comprehensive customer support strategy across our internal team, outsourced partners and systems
Establish support operations frameworks, SLAs, and performance metrics for BPO partners
Work closely with product, engineering, and legal teams on user safety initiatives
Drive data-driven decision making through analytics and user feedback insights

Trust & Safety Operations

Design and implement comprehensive trust and safety policies and procedures, including oversight of the platform code of conduct
Oversee investigation and resolution of safety incidents and abuse reports
Manage escalations involving threats, illegal activity, and unpermitted behavior
Coordinate with law enforcement when necessary for serious safety concerns
Partner with product team on implementation and management of automated safety detection systems

Operational Excellence

Create and maintain SOPs and playbooks for key user support workflows
Establish KPIs including response time, resolution rate, CSAT, and safety metrics
Drive continuous improvement through user feedback analysis and process optimization
Ensure compliance with data privacy regulations (GDPR, CCPA, etc.)

Experience

Required Qualifications

7+ years in customer support leadership roles
Proven experience in trust & safety, content moderation, or online safety roles
Experience with dating apps, social platforms, or consumer-facing technology products
Experience managing outsourced BPO operations with focus on metrics-driven performance management

Desired Technical Skills

Expert-level proficiency with Intercom for customer support operations
Experience with Hive and other content moderation platforms (Crisp, Two Hat, etc.)
Experience with trust & safety tools and automated detection systems
Knowledge of data privacy regulations and compliance requirements
Understanding of mobile app ecosystem and user experience principles

Reporting Structure

This role will report directly to the CEO.
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