Lead Community Manager, Trust & Safety

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