Trust & Safety Lead

ClassDojo, Inc; Northern (KY); Hybrid; USD 102,000 - 150,000; Full time

Job summary

ClassDojo is seeking a Trust & Safety Lead to manage the most sensitive interactions across families, teachers, and schools. You will lead a small team, shape policies, and work with product, legal, and leadership to reduce risk and boost trust for millions of families.

The role requires 7+ years in Trust & Safety or related fields at a consumer tech platform, experience with escalated requests, and empathy-driven communication. We value familiarity with COPPA and no-code workflow tools.

Qualifications

• 7+ years leading Trust & Safety, Risk Operations, Integrity Operations, or related functions at a consumer technology platform.
• Experience responding to escalated customer requests in a fast-growing environment using Zendesk.
• Led Trust & Safety at a consumer tech platform, built policies, managed a queue, and partnered with vendors.
• Triaged incident types, documented new protocols, and trained others.
• Communicated about sensitive incidents to legal, product, and leadership with clarity and calm.
• Wrote and spoke with empathy, precision, and warmth for emotionally heavy topics.
• Self-manages schedule and thrives in a fast-moving company with high expectations.

Responsibilities

• Lead the Trust and Safety program and a team of specialists who respond to escalated tickets across our products.
• Evolve the Trust & Safety framework with product and engineering; land policies, playbooks, and SOPs.
• Identify patterns from tickets and turn them into product, process, and policy improvements.
• Improve training materials, updated help center content, and onboarding as we scale.
• Partner with legal, product, and leadership to respond to sensitive incidents and run post-mortems.

Skills

Trust & Safety leadership

Risk operations

Customer empathy

Policy development

Incident response

Cross-functional collaboration

Tools

Zendesk

Job description

ClassDojo's goal is to give every child on Earth an education they love.

We started by building a powerful network for communication. ClassDojo’s flagship app is the #1 communication app connecting K-12 teachers, children, and families globally. Teachers use it to share what’s happening throughout the day through photos, videos, and messages that make parents feel like they’re there. It’s actively used in over 95% of US schools, reaching over 45 million children in 180 countries, with a team of just around 200 people [1]. We are now beginning to use this network to give kids the best learning experiences in the world, far beyond those a standard school can provide.

We hire for talent density. Our team comprises the most talented, entrepreneurial, and innovative teammates from around the world, with experience in education and large scale consumer internet companies, including Instagram, Netflix, Dropbox, Stripe, Uber, Y Combinator, and more. We’re building a company where the most talented people want to work. We believe you’ll do the best work of your life here—and you’ll pioneer the future of education, too.

About the role

We're hiring a Trust & Safety Lead to handle the most sensitive issues coming from our community: parents, teachers, tutors, school leaders, kids, and sometimes government bodies. As we scale multiple products to more families than ever, this role makes sure every one of those interactions is handled with care, speed, and good judgment.

This is a small team where your ideas will shape how we protect kids online. You'll lead a queue of specialists, build the policies and playbooks that guide our response to hard situations, and partner closely with product, legal, and leadership to reduce risk and improve trust for millions of families.

What you’ll do:

• Lead the Trust and Safety program and a team of specialists who respond to escalated support tickets accurately and on time, across our full range of products
• Evolve the Trust & Safety framework at Dojo alongside product and engineering, and land the policies, playbooks, and standard operating procedures that make it real
• Identify patterns from tickets and turn them into product, process, and policy improvements
• Uplevel our team through better training materials, updated help center content, and thoughtful onboarding of new team members as we scale
• Partner with legal, product, and leadership to respond to sensitive incidents, including running post-mortems that lead to shipped improvements

You will be a match if:

• You have 7+ years leading Trust & Safety, Risk Operations, Integrity Operations, or related functions at a consumer technology platform.
• You have significant experience responding to escalated customer requests in a fast-growing environment, using tools like Zendesk
• You've previously led a Trust & Safety function at a consumer tech platform, including building policies, managing a queue of work, standing up new capabilities, and partnering with vendors
• You've triaged incident types no one had seen before, and then documented and trained others on the new protocol
• You've communicated about sensitive incidents to legal, product, and company leadership with clarity and calm
• You write and speak with empathy, precision, and warmth, and are comfortable with subject matter that’s emotionally heavy
• You manage your own schedule, follow through without being chased, and thrive in a fast-moving company with high expectations

You might be a good fit if:

• You've previously worked on child safety issues as a social worker, teacher, or member of law enforcement
• You've owned government partnerships or engaged directly with regulators
• You're familiar with COPPA and other privacy frameworks that shape how kids' platforms operate
• You've worked with no-code tools like Zapier, OneTrust, or Airtable to build lightweight workflows

Bonus:

[1] Some more context:

(If you are on LinkedIn, you will not be able to access the hyperlinks below. Once you click apply, you will be directed to our career website (if you are not on there already) and will be able to access the hyperlinks)

• How ClassDojo Connects Parents, Students, and Teachers
• “Whats New on ClassDojo 2023”
• TechCrunch Article: Second Act comes with First Profits

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. In accordance with the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are happy to accommodate any disabilities or special needs. We are a distributed company, so we hire regardless of location, as long as you are willing to have significant hours overlap with one of the Americas time zones.

#LI-Remote

ClassDojo takes a number of factors into consideration when determining compensation, including geographic location, experience, and skillset.

Salary ranges (United States):

CA, WA, NY, NJ, CT states: $120,000 - $150,000 (USD)

All other states in the US: $102,000 - $127,500 (USD)