Safety and Moderation Lead
London, UK (Hybrid - 2 days)
£35,000 - £45,000 + equity
Muzz is all about quality, not quantity. Join our fast-growing Community Support & Safety team, help uphold our behaviour and quality guidelines, and maintain a safe space for all our singles looking for love. We want to be known for prompt and exceptional customer service. Help us get there!
This is an exciting opportunity to join our globally operating Community team, contributing to our overall aim of delivering exceptional customer service. You will be interacting with our global member base to solve problems that they are facing and liaising with multiple disciplines within Muzz to find the best solutions to any ongoing problems.
As part of our growing global Community Safety & Support team, you will spend the majority of your time leading our Safety function. You will be responsible for member safety, fraud detection and prevention, handling user feedback and providing resolutions to cases we receive.
The Safety and Moderation Lead will oversee the Safety division of our Community team, and lead our efforts to ensure the safety and well-being of our members. This includes implementing behaviour guidelines and policies, ensuring compliance with Muzz safety regulations, and fostering a halal and safe space within our member Community.
What we're looking for
- A reliable, detail-oriented and efficient Safety Team Lead
- Someone with safety and moderation experience, ideally from a social media or dating app background
- Ability to lead a growing operational team
- Excellent written communication and comprehension skills.
- Someone with a positive and attentive approach to dealing with member enquiries.
- A customer-centric approach, always putting the member first
- An understanding of the behaviour and conduct expectations and nuances relating to the Islamic faith and culture
- Ability to handle escalations and provide support to the wider Safety team
- Excellent decision-making skills
- Initiative to contribute to continuously improving processes and procedures.
- Strong textual comprehension and ability to understand and interpret customer needs.
- Someone who thrives in a high volume and fast-paced environment.
- Ability to work independently, setting best practices in an evolving team and business function
- Someone who is data-driven and comfortable sharing insights with senior leads
- Ability to define KPIs and track and monitor performance
- A good understanding and awareness of applicable online safety laws and regulations
- Existing knowledge of the product is beneficial but not required
Day to day
- Oversee our Community Safety function, leading a team of Safety Specialists operating globally to support our 15 million international members.
- Ensuring our Community Safety team is equipped with effective training and guidance
- Managing the ongoing development of their direct reports
- Deal with escalations to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case
- Address sensitive member reports and offer resolutions with an empathetic, supportive approach
- Maintain our Behaviour Guidelines policies and procedures
- Ensure we are delivering exceptional customer service and investigating member reports promptly
- Implement best practices to improve customer care efficiency and effectiveness
- Defining and reviewing KPIs and performance expectations of the Safety team
- Be proactive and mindful of online safety on dating apps, with a focus on trends and fraudulent activity
- Identification of areas for improvement to provide recommendations for change in customer care processes
- Provide feedback and coaching for the Safety team on these highlighted areas as well as product-related updates
- Maintain efficient operations and ensure we are hitting our 24-hour SLA
- Deliver onboarding and training for our ever-growing Community team
- Develop and execute reports detailing the Safety function output and performance for senior stakeholders.
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.
Having trouble with the form?
Send your application directly to [email protected] and we’ll make sure it gets to the right place!