Customer Onboarding Specialist, SaaS
Insycle
Manager, Trust and Safety
ZORA
full-time
Posted on:
Location Type: Remote
Location: Remote • 🌎 Anywhere in the World
Visit company websiteSalary
💰 $200,000 - $225,000 per year
Job Level
SeniorLead
About the role
- Manage and grow a Support and Trust & Safety team, ensuring operational excellence and high-quality resolution of user issues
- Define performance metrics, training programs, and quality assurance processes that scale with company growth
- Serve as the escalation point for sensitive Trust & Safety and Support issues
- Design and implement Trust & Safety policies, playbooks, and workflows covering community guidelines, impersonation, fraud prevention, and intellectual property
- Create proactive monitoring systems and escalation pathways for high-risk behaviors
- Ensure policies are operationalized across Trust & Safety and Support teams, with clear communication to users
- Develop frameworks tailored to the crypto ecosystem, addressing risks such as impersonation, abuse, and fraudulent activity
- Collaborate with product, engineering, and legal to build safety features and align enforcement with evolving regulations
- Continuously assess regulatory and market shifts in crypto and design strategies that protect both the platform and its users
- Lead crisis management and communications when platform disputes, fraud, or community issues escalate publicly
- Partner with legal and executive teams to develop response strategies that minimize brand and legal risk
- Act as a trust voice to leadership on sensitive safety and compliance matters
Requirements
- 7+ years of experience in Trust and Safety, Compliance, or related fields
- At least 2+ years in a management role
- Proven success building and leading Trust & Safety and Support functions, including policies, workflows, and team structures
- Deep understanding of fraud prevention, impersonation, content moderation, and compliance requirements
- Experience with creator platforms, marketplaces, or crypto ecosystems strongly preferred
- Skilled in handling public-facing user disputes and crisis communications
- Proficient with tools for user reporting, content moderation, behavioral analytics, fraud detection systems, and blockchain data analysis
Benefits
- Remote-First Culture: Work from anywhere in the world!
- Competitive Compensation: salary, pre-IPO stock options, token compensation, and additional financial incentives
- Robust healthcare options, including fully covered medical, dental, and vision for employees
- Retirement Contributions: Up to 4% employer match on your 401(k) contributions
- Health & Wellness: Free memberships to One Medical, Teladoc, and Health Advocate
- Unlimited Time Off: Flexible vacation policies, company holidays, and recharge weeks
- Home Office Reimbursement: to cover home office items, monthly home internet, and monthly cell phone (if applicable)
- Ease of Life Reimbursement: to cover Uber home, childcare, or meal delivery
- Career Development: Access to mentorship, training, and opportunities to grow your career
- Inclusive Environment: culture dedicated to diversity, equity, inclusion, and belonging
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
fraud preventionimpersonationcontent moderationcompliance requirementsbehavioral analyticsfraud detection systemsblockchain data analysispolicy developmentworkflow designcrisis management
Soft skills
leadershipcommunicationproblem-solvingcollaborationstrategic thinkinguser dispute resolutionteam managementoperational excellencequality assurancerisk assessment
