1 месяц назад
Head of US User Safety Support - Customer Support
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Head of US User Safety Support - Customer Support (User Safety Operations): Leading and scaling a high-quality, resilient support organization for general users across a large social platform with an accent on service strategy, operational governance, and platform safety. Focus on optimizing support frameworks, managing critical escalations, using operational data to improve user experiences, and building high-performing teams.
Location: Scottsdale, United States; fully in-person schedule up to 5 days a week
Company
A technology joint venture focused on protecting U.S. user data, platform safety, content ecosystems, and national security through data privacy and cybersecurity safeguards.
What you will do
- Lead and scale the user safety support organization serving general users across the platform.
- Design the support strategy, operating model, organizational structure, service delivery frameworks, and escalation governance.
- Own performance metrics and OKRs, including CSAT, quality assurance, SLA adherence, resolution rates, and 24/7 coverage.
- Optimize support for account access, reporting, content and policy questions, enforcement appeals, and critical safety incidents.
- Partner with Trust & Safety, Product, Policy, Moderation, Operations, and Legal teams to improve platform health and user experience.
- Build leadership capabilities, mentor managers and specialists, and develop a culture of accountability, learning, and service excellence.
Requirements
- Bachelor’s degree or equivalent practical experience in business, operations, or a related field.
- 5+ years of progressive operations experience, including 5+ years in a strategic leadership role managing large-scale user support, customer experience, or Trust & Safety teams.
- Experience in technology, internet, digital platform, UGC, social media, or other mass-scale digital product environments.
- Strong understanding of user-facing operations, platform dynamics, community health, operational data, and user feedback analysis.
- Proven ability to collaborate across matrixed organizations and align Product, Policy, Legal, and operational stakeholders.
- Exceptional communication and inclusive leadership skills, with experience inspiring large, multi-layered teams.
Nice to have
- Trust & Safety experience covering appeals governance, policy enforcement, account integrity, abuse prevention, or platform risk management.
- Experience designing tiered, multi-channel support structures involving in-house teams and outsourced BPO partners.
- Experience implementing automation and AI tools or leading large-scale operational transformation.
- Experience leading regional initiatives in a fast-paced, 24/7 global organization.
Culture & Benefits
- Fully in-person work supports rapid decision-making, alignment, team development, and integrated execution.
- Work in a rapidly growing technology environment focused on safety, security, creativity, and community health.
- Inclusive workplace committed to valuing diverse skills, experiences, perspectives, and reasonable accommodations.
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