Trust & Safety Operations Lead
Leads trust and safety case management, enforcement communication, KYC operations, dispute resolution, and process automation for a marketplace of independent travel advisors. Requires 5+ years of customer-facing operations experience, including 3+ years in trust and safety or an adjacent enforcement function.
About the job
Responsibilities
- Own end-to-end case management for advisor, client, and partner reports, including intake, investigation, enforcement decisions, communication, resolution, chargebacks, fraud investigations, and complex multi-party disputes.
- Manage a high-scale queue within defined SLA windows, maintain audit-ready documentation, and escalate high-severity cases with complete summaries and recommended actions.
- Manage and optimize the identity verification (KYC) process, including playbooks, decision thresholds, escalation criteria, reviewer briefing standards, and decision quality for contract reviewers.
- Serve as the primary enforcement communicator and maintain the response template library.
- Review AI-assisted case assessments and draft communications; override or escalate when context is misread and turn recurring corrections into playbook, threshold, and template improvements.
- Build or scope rules, alerts, dashboards, and automations to improve operational efficiency and surface issues earlier.
- Define, track, and report trust and safety metrics including case volume, SLA adherence, resolution time, and enforcement action distribution.
Requirements
- 5+ years in customer-facing operations, including 3+ years in Trust & Safety or an adjacent enforcement function such as content moderation, integrity, risk, fraud, or compliance operations.
- Experience personally making and delivering policy decisions; marketplace, gig-economy, or independent-contractor-platform experience is preferred.
- Experience owning a process, queue, or team; documenting decisions and escalating strategically.
- Experience owning a verification, compliance, or review process end-to-end and maintaining consistent standards across distributed or contract reviewers.
- Proven ability to de-escalate complex, multi-party disputes and communicate enforcement decisions with empathy and precision.
- Strong written communication skills, including sensitive communications involving suspensions, policy violations, and offboarding.
- Comfort working across AI agent layers, internal admin tools, BI/data-warehouse platforms, identity verification systems, workflow automation, and issue-tracking tools.
- Demonstrated ability to build or scope monitors, alerts, automated routing, dashboards, or other process improvements.
- Based in NYC or willing to relocate; authorized to work in the US.
Compensation & Benefits
- Indicative compensation range: $130,000–$160,000 plus equity; final compensation varies by experience and hiring level.
- Unlimited vacation
- Health insurance, including an option fully covered by Fora HQ
- Dental and vision insurance
- Wellhub memberships
- 401(k) plan with company match
- Commuter benefits
- Supplemental life insurance
- Stock options
Skills
Trust & Safety, Case Management, Fraud Investigations, Chargebacks, Kyc, Identity Verification, Policy Enforcement, Dispute Resolution, AI Agents, Bi/Data Warehousing, Workflow Automation, Dashboards, Sla Management, Risk Operations, Compliance Operations
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