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.
Why join Muzz?
We’re a profitable Consumer Tech startup, backed by Y Combinator (S17) and based in London . Join our fast growing team and work on an amazing product that’s changing the world.
A great product
We’re the leading app in this space with over 12 million members worldwide and counting!
Level up quickly
Work with talented, generous people on the kinds of challenges you’ll be proud to share.
A diverse team
We have people from all walks of life all adding their unique perspective. Muslims and non-Muslims, cat lovers and dog lovers. Everyone is welcome!
Meaningful equity
We’re all working together to succeed and everyone on the team gets a slice of the pie.
A hackathon every quarter
We value curiosity and building something wacky (but useful!). Every quarter we organise into random teams and together we build, code, and prototype. Prizes and dinner complete the day!
International travel
We fly the whole team to somewhere amazing twice a year to connect and have fun.
Regular socials
Mini golf, hikes, super competitive Catan nights - we’ve done it all. Maybe you’ll be at the next social?
Generous Holiday / PTO
All full-time members get at least 33 days of holiday, regardless of where they live.
Our hiring process
We pride ourselves on making fast hiring decisions.
Step 1.
Submit your CV.
Step 2.
An initial video call.
Step 3.
Complete a technical exercise.
Step 4.
Interview (in person or remote)
Step 5.
Receive an offer!
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!