Lead Community Manager, Trust & Safety

This role sits at the intersection of Trust & Safety (T&S) enforcement and policy creation, content moderation, privacy and Community Support operations. As the primary subject-matter expert for T&S within our Community Support organization, you’ll oversee the daily review and enforcement of safety policies, Community Guidelines and Terms & Conditions. You will be heavily involved in privacy regulations, including data requests and all GDPR-related cases. Your core areas of responsibility will include incident response, safety monitoring, quality assurance, along with policy enforcement across the entirety of our community. 

Key Responsibilities 

• • Serve as the primary escalation point for all Trust & Safety incidents across Raya’s community.
  • Draft all T &S communications, ensuring all responses are timely, appropriate, and brand-consistent. 
  • Oversee the full lifecycle of reports , ensuring they are handled discreetly, thoughtfully, and in alignment with brand policies and values.
  • Own and update moderation-related macros and templates , keeping them relevant, on-brand, and current.
  • Develop and maintain safety policies, playbooks, and documentation across Zendesk, Notion, and internal tools.
  • Define and track key Trust & Safety metrics and reporting in partnership with the Head of Community Support.
  • Deliver training and guidance to Community Support and internal teams on best practices. Conduct QA and drive continuous improvement.
  • Monitor incoming reports and profile moderation , to uphold a safe and authentic community experience.
  • Research emerging risks, trends, and best practices within the Raya community and the broader dating industry.
  • Stay current on global privacy and safety regulations and personally handle all issues related to the above as they arise. 

Qualifications

• • 5+ years of experience in Trust & Safety, moderation, or a closely related field
  • Exceptional written and verbal communication skills, with an emphasis on empathy, privacy and discretion
  • Strong analytical skills, with experience using data to identify trends, risks, and opportunities
  • Demonstrated ability to think broadly and offer balanced recommendations on operations and strategy
  • Calm, professional approach to handling sensitive or high-stakes safety issues
  • Proven track record in drafting and enforcing Trust & Safety policies and training programs
  • Experience working independently and cross-functionally across regions and various time zones

Apply for this job