Trust and Safety Support Specialist

Lovable Labs Sweden AB; Stockholms kommun; Hybrid; SEK 520,000 - 760,000; Full time

Job summary

Lovable is seeking a proactive Trust & Safety Investigator to safeguard our users, products, and platform from fraud, abuse, and payment risk. You will be the human in the loop, conducting investigations and contributing to policy enforcement.

You’ll analyze cases, tune detection rules, build dashboards, and collaborate with Support, Legal and Engineering to reduce risk and improve user trust.

Responsibilities

• Conduct end-to-end investigations of suspected safety incidents and ToS violations and determine appropriate enforcement actions.
• Manage customer interactions for safety related reports.
• Analyze harmful behaviour and threat patterns to improve detection systems and inform risk strategies.
• Tune and propose new rules, signals, and features for Trust & Safety detection systems.
• Run root-cause analyses on safety incidents and help integrate learnings into product and engineering roadmaps.
• Build dashboards and alerts to visualize abuse trends and support proactive prevention.
• Collaborate with Leadership in Trust & Safety, Support, and Legal on edge cases and policy changes.
• Utilize AI tooling to enhance abuse detections, responses, and prevention.

Job description

TL;DR

Our Trust & Safety team is dedicated to safeguarding our users, products, and platform. Be the human in the loop for preventing fraud, harmful behaviors, abuse, and payment risk at Lovable. You'll investigate suspicious accounts, tune detection rules, and turn what you learn from real cases into practice for safety and security.

What we're looking for

• 2+ years in fraud operations, payment risk, trust and safety investigations, or a similar support role at a consumer or SaaS platform.
• Experience with handling complex trust and safety cases, policies and resolving disputes requiring communication with customers, platforms and authorities.
• Clear writer. Your case notes and customer updates are clear, accurate and easy-to-read.
• Calm under pressure during incidents and disputes, and pragmatic about false positives vs. user friction.

What you'll do

• Conduct end-to-end investigations of suspected safety incidents and platform ToS violations and determine appropriate enforcement actions.
• Manage customer interactions for safety related reports.
• Analyze harmful behaviour, emerging abuse patterns and threat landscape to improve detection systems and inform harm prevention strategies.
• Tune and propose new rules, signals, and features for our Trust & Safety detection systems.
• Run root‑cause analyses on safety incidents and help integrate learnings back into product, risk, and engineering roadmaps.
• Build dashboards and alerting that make abuse trends visible and actionable, minimizing the potential for bad actors to misuse the platform.
• Work with the leadership of Trust & Safety, Support, and Legal on edge cases and policy changes.
• Use AI tooling and agents to enhance abuse detections, response and prevention proactively.

Please note

This role may involve exposure to sensitive content.

About your application

We treat all candidates equally – if you're interested please apply through our careers portal.