Head of US Live Safety Support - Customer Support

Location: Scottsdale, United States; fully in-person up to 5 days a week

Company

USDS Joint Venture operates data privacy, cybersecurity, and trust and safety programs to protect U.S. user data, applications, algorithms, and the live content ecosystem.

What you will do

• Lead and scale the U.S. Live Safety Support organization for creators, hosts, viewers, and agencies.
• Design real-time service delivery, escalation, organizational, and governance models for a high-velocity live streaming environment.
• Own domain performance metrics and OKRs, including CSAT, service quality, first response time, resolution rate, SLA adherence, and around-the-clock coverage.
• Oversee support for stream interruptions, enforcement appeals, host account and feature access, gifting and monetization safety, and urgent live safety incidents.
• Partner with Trust & Safety, LIVE Product, Policy, Moderation Operations, Engineering, and Legal teams to improve platform safety and ecosystem health.
• Build leadership capacity, establish accountability, and develop a resilient culture of continuous learning and operational rigor.

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, real-time operations, or Trust & Safety teams.
• Deep understanding of live streaming dynamics, creator and host operations, real-time content moderation, and interactive platform risks.
• Experience driving cross-functional alignment across Product, Policy, Engineering, Legal, and global matrix organizations.
• Strong analytical, communication, and inclusive leadership skills, including the ability to use operational data, real-time signals, and user feedback to design scalable outcomes.

Nice to have

• Trust & Safety experience involving live-stream appeals, policy enforcement, gifting and monetization risk, or crisis management.
• Experience designing tiered support structures across internal teams and outsourced BPO partners.
• Experience with process redesign, real-time triage automation, AI tools, and large-scale operational transformation.
• Experience bridging U.S. market requirements with global platform standards in around-the-clock operations.

Culture & Benefits

• Work in an on-site environment designed to support speed, alignment, real-time decision-making, and integrated execution.
• Inclusive workplace focused on valuing diverse skills, experiences, and perspectives.
• Culture built around curiosity, humility, resilience, continuous learning, and an “Always Day 1” mindset.
• Reasonable accommodations are available during recruitment for qualifying disabilities, pregnancy, religious beliefs, and other legally protected reasons.