Head of Case Review & Trust & Safety

Entreinstitute; Dublin; On-site; EUR 85,000 - 110,000; Full time

Job summary

The Appeals Centre Europe in Dublin seeks a Case Review Manager to lead a team of Case Reviewers, set performance goals, and ensure high-quality moderation of user appeals against platform content decisions.

You will stay current on content governance, trust and safety, digital law, and work with Policy, Quality and Legal teams to improve processes, tooling, and training. Office attendance is 3x per week after onboarding.

Qualifications

• Degree educated or equivalent experience in human rights, legal issues, or technology.
• 8+ years of relevant professional experience.
• 3+ years managing teams in trust and safety operations for user generated content platforms.
• Knowledge of technical infrastructure and tools required to perform scaled content review.
• Proven mentoring of multinational teams with performance coaching.
• Strong communication and collaboration skills.
• Experience with process design, implementation and improvement.
• Experience applying policy to moderation outcomes.
• Experience implementing AI solutions to drive operational efficiencies is a plus.
• Knowledge of Digital Services Act (DSA).

Responsibilities

• Lead, manage, and mentor a team of Case Reviewers.
• Stay current on content governance, trust and safety, and digital law.
• Support the Case Review Team in moderating user appeals and provide input for decisions.
• Monitor and deploy resources to optimise performance.
• Evaluate and improve case review processes and tooling; update SOPs.
• Conduct regular quality reviews and support training.
• Analyze moderation trends and translate insights for leadership.
• Collaborate with Policy, Quality, Legal and other stakeholders to align approaches.

Skills

Team management

Communication skills

Process design

Policy interpretation

AI experience

Digital law knowledge

Multinational teams

Human rights focus

Education

Degree educated

Job description

The Appeals Centre Europe in Dublin seeks a Case Review Manager to lead a team of Case Reviewers, set performance goals, and ensure high-quality moderation of user appeals against platform content decisions.

You will stay current on content governance, trust and safety, digital law, and work with Policy, Quality and Legal teams to improve processes, tooling, and training. Office attendance is 3x per week after onboarding.