Manager, Trust & Safety - Escalations

Instawork; San Francisco (CA); Hybrid; USD 105,000 - 115,000; Full time

Job summary

An innovative firm is seeking a Trust & Safety Manager to lead a dedicated team ensuring the integrity of their platform. This pivotal role involves overseeing high-risk investigations, managing critical escalations, and developing strategies to mitigate abuse. The ideal candidate will possess strong operational expertise, excellent communication skills, and a passion for creating a safe community. You will work closely with various teams, including Legal and Engineering, to enhance operational workflows and ensure compliance with regulations. Join a dynamic environment that values safety and integrity while making a significant impact on the platform's success.

Benefits

Medical, Dental, and Vision Plans

Flexible Paid Time Off

Paid Company Holidays

Home Office Stipend

Phone Stipend

Commuter Stipend

401K Plan

Employee HSA Contribution

Flexible Spending Plans

Discount Program

Qualifications

• 4+ years in Trust & Safety or related fields, with leadership experience.
• Strong analytical skills with a focus on data-driven decision-making.

Responsibilities

• Lead Trust & Safety team, managing escalations and investigations.
• Collaborate with cross-functional teams to enhance safety policies.

Skills

Trust & Safety Management

Risk Management

People Management

Data Analysis

Communication Skills

Problem-Solving

Operational Excellence

Education

Bachelor's Degree

Tools

SQL

Excel

Mode

Job description

As the Trust & Safety Manager - Escalations, you will lead a team of Trust & Safety Specialists dedicated to ensuring the safety and integrity of Instawork's platform. You will oversee high-risk investigations, manage critical escalations, and develop strategies to mitigate platform abuse. Your leadership will drive operational excellence, support cross-functional collaboration, and ensure alignment with company policies and regulatory standards. This role requires a proactive leader with strong judgment, operational expertise, and a passion for creating a safe and trustworthy environment for our community.

This role requires weekend/holiday on-call and non-standard business hours coverage. This is a hybrid role based in our San Francisco office.

What You'll Do:

• Lead and mentor the Trust & Safety Escalations team, providing guidance on complex investigations and high-severity incidents.
• Oversee investigation and response to escalations, ensuring thorough, evidence-based investigations and timely resolutions.
• Develop and implement strategies to enhance operational workflows and enforcement of Community Guidelines and terms of service.
• Collaborate with cross-functional teams (Legal, Product, Engineering, Account Management) to manage safety risks and improve platform policies.
• Act as a point of contact for executive leadership on critical safety issues and escalations.
• Analyze data trends to identify emerging risks and develop proactive mitigation strategies.
• Build and maintain relationships with external stakeholders, including law enforcement and industry partners.
• Drive continuous improvement by identifying training needs and operational gaps within the team.
• Ensure 24/7 operational coverage, including weekend and holiday on-call rotations.

Who You Are:

• Bachelor’s degree or equivalent practical experience.
• 4+ years of experience in Trust & Safety, risk management, human resources, compliance or related fields, preferably in a two-sided marketplace.
• 2+ years of people management experience, with a proven track record of leading high-performing teams.
• Experience working with Legal teams.
• Strong executive presence and experience briefing senior leadership and C-level stakeholders.
• Demonstrated expertise in managing high-severity escalations and sensitive investigations.
• Proven ability to develop and implement scalable operational processes.
• Exceptional communication and interpersonal skills, with experience engaging external partners such as law enforcement agencies.
• Strong analytical and problem-solving skills; experience leveraging data to inform decisions.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Flexibility to work non-traditional hours, including weekends and holidays.

Preferred Qualifications:

• Experienced with legal writing, communication with government agencies, and investigations.
• Strong operational experience.
• Proficiency in SQL and data analysis tools (Excel, Mode).
• Experience drafting and publishing policies, help center articles, or user safety documentation.
• Familiarity with regulatory compliance standards related to safety, privacy, and fraud prevention.

For CA based applicants:

• The base salary range for this position is $105,000 - $115,000. This position is eligible for equity in the form of stock options.
• This position is eligible for Instawork benefits, including:
• A variety of medical, dental, and vision plans with coverage beginning on the date of hire.
• Flexible paid time off.
• At least 8 paid company holidays annually.
• Home office stipend.
• Phone stipend.
• Commuter stipend.
• Supplemental pay on qualified leaves.
• Employee health savings accounts (HSA) contribution.
• Flexible spending plans.
• 401K plan.
• Perkspot - discount program through Lumity.

A variety of factors are considered when determining someone’s compensation including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above.