Head of Trust & Safety
Remote, UK
£65,000 - £90,000
Muzz is on a mission to have the best customer experience of any marriage app. Lead our fast-growing Safety team, ensuring that Muzz remains a trusted and safe space for genuine connections, with clear safety policies and best-in-class moderation practices.
This is an exciting opportunity to lead our globally operating Safety team and contribute to our overall aim of delivering exceptional customer service. You’ll be responsible for ensuring Muzz remains a trusted space for facilitating real connections, balancing user safety, privacy, and experience with scalable operational processes.
We are going through a transformative time as we scale and invest in our Trust & Safety function amid growth and transition. This is both a strategic and hands-on role, ideal for a senior leader with proven experience in online safety, risk management, or policy at a consumer tech, dating or social platform.
This is a Fixed-term contract (Maternity Cover) – 15 months
What we're looking for
- 3+ years of leadership experience in the Trust & Safety space
- 5+ years of online moderation experience, managing risk and policy
- Strong understanding of online safety risks, including harassment, fraud, misinformation, and cultural sensitivities.
- Experience building or evolving safety policies and moderation frameworks
- Data-driven, empathetic, and able to balance user protection with business needs
- Comfortable leading during transition periods and working cross-functionally in a fast-paced environment
- Skilled with AI, automations, conversation design, and support workflow optimisation
- You’re hands-on when needed – happy to jump into the queue and support members directly
- Clear and confident communicator, experienced in leading cross-functional teams and driving alignment across diverse stakeholders
Day to day
- Lead the Trust & Safety function, overseeing policy, moderation, risk operations, and user protection initiatives
- Champion a safety-first culture within Muzz, ensuring it’s embedded across Product and teams
- Handle team scheduling to maintain consistent, high-quality coverage across all time zones
- Review and update safety and content policies to reflect evolving risks, user feedback, and regulatory requirements
- Ensure the Safety moderation team is trained, supported, and equipped to manage sensitive or high-risk content
- Understand and overcome online safety challenges, including but not limited to harassment, fraud, content moderation, and community integrity
- Ensure consistent, fair enforcement of policies across all user touchpoints.
- Oversee user reporting workflows, moderation processes, and incident response.
- Set, monitor, and benchmark KPIs for quality, response speed, and customer satisfaction
- Develop scalable processes and workforce management practices to increase efficiency and reduce cost
- Lead, mentor, and manage the Safety team, including part-time staff, ensuring strong performance and professional growth
- Ensure the Safety setup effectively meets the needs of our global member base, considering language, region, and time zone requirements
- Work with the leadership team on our AI and automation strategy to improve speed, accuracy, and cost-effectiveness
- Manage the Safety function’s budget and provide regular performance insights to senior stakeholders
- Maintain clear and up-to-date documentation of Safety systems, policies, processes, and tools
Pourquoi rejoindre Muzz ?
Nous sommes une startup dans le domaine de la technologie grand public, soutenue par Y Combinator (S17) et basée à Londres. Rejoignez notre équipe en pleine croissance et travaillez sur un produit extraordinaire qui est en train de changer le monde.
Un produit exceptionnel
Nous sommes l'application de premier plan dans ce domaine avec plus de 12 millions de membres dans le monde, et ce nombre ne cesse de croître !
Progression rapide
Travaillez avec des personnes talentueuses et généreuses sur des défis dont vous serez fiers de parler.
Une équipe diversifiée
Nous accueillons des personnes de tous horizons, apportant chacune leur perspective unique. Musulmans et non-musulmans, amoureux des chats et amoureux des chiens. Tout le monde est le bienvenu !
Participation significative
Nous travaillons tous ensemble pour réussir, et chaque membre de l'équipe reçoit sa part du gâteau.
Un hackathon chaque trimestre
Nous valorisons la curiosité et la création de quelque chose de farfelu (mais utile !). Chaque trimestre, nous formons des équipes au hasard et ensemble, nous construisons, codons et prototypons. Des prix et un dîner complètent la journée !
Voyages internationaux
Nous faisons voyager toute l'équipe vers des destinations incroyables deux fois par an pour créer des liens et s'amuser.
Événements réguliers
Mini-golf, randonnées, parties de cartes ultra-compétitives, nous avons tout fait. Peut-être serez-vous au prochain événement ?
Congés généreux / Jours de congé payés
Tous les membres à temps plein bénéficient d'au moins 33 jours de congé, quel que soit leur lieu de résidence.
Notre processus de recrutement
Nous sommes fiers de prendre des décisions de recrutement rapides.
Étape 1.
Soumettez votre CV.
Étape 2.
Un premier appel vidéo.
Étape 3.
Réalisez un exercice technique.
Étape 4.
Entretien (en personne ou à distance).
Étape 5.
Recevez une offre !
Join our team
Click the button below to access the application form. Attach your CV and, optionally, a cover letter to apply. We’ll get back to you as soon as possible.
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