Head of Trust and Safety

Fixed-term contract (Maternity Cover) - 15 months
£65k-£90k

Muzz is on a mission to have the best customer experience of any marriage app. Lead our fast-growing Safety team, ensuring that Muzz remains a trusted and safe space for genuine connections, with clear safety policies and best-in-class moderation practices.

This is an exciting opportunity to lead our globally operating Safety team and contribute to our overall aim of delivering exceptional customer service. You’ll be responsible for ensuring Muzz remains a trusted space for facilitating real connections, balancing user safety, privacy, and experience with scalable operational processes.

We are going through a transformative time as we scale and invest in our Trust & Safety function amid growth and transition. This is both a strategic and hands-on role, ideal for a senior leader with proven experience in online safety, risk management, or policy at a consumer tech, dating or social platform.

Day to day
Lead the Trust & Safety function, overseeing policy, moderation, risk operations, and user protection initiatives
Champion a safety-first culture within Muzz, ensuring it’s embedded across Product and teams
Handle team scheduling to maintain consistent, high-quality coverage across all time zones
Review and update safety and content policies to reflect evolving risks, user feedback, and regulatory requirements
Ensure the Safety moderation team is trained, supported, and equipped to manage sensitive or high-risk content
Understand and overcome online safety challenges, including but not limited to harassment, fraud, content moderation, and community integrity
Ensure consistent, fair enforcement of policies across all user touchpoints.
Oversee user reporting workflows, moderation processes, and incident response.
Set, monitor, and benchmark KPIs for quality, response speed, and customer satisfaction
Develop scalable processes and workforce management practices to increase efficiency and reduce cost
Lead, mentor, and manage the Safety team, including part-time staff, ensuring strong performance and professional growth
Ensure the Safety setup effectively meets the needs of our global member base, considering language, region, and time zone requirements
Work with the leadership team on our AI and automation strategy to improve speed, accuracy, and cost-effectiveness
Manage the Safety function’s budget and provide regular performance insights to senior stakeholders
Maintain clear and up-to-date documentation of Safety systems, policies, processes, and tools

What we're looking for
3+ years of leadership experience in the Trust & Safety space
5+ years of online moderation experience, managing risk and policy
Strong understanding of online safety risks, including harassment, fraud, misinformation, and cultural sensitivities.
Experience building or evolving safety policies and moderation frameworks
Data-driven, empathetic, and able to balance user protection with business needs
Comfortable leading during transition periods and working cross-functionally in a fast-paced environment
Skilled with AI, automations, conversation design, and support workflow optimisation
You’re hands-on when needed – happy to jump into the queue and support members directly
Clear and confident communicator, experienced in leading cross-functional teams and driving alignment across diverse stakeholders
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