Trust and Safety Manager

At Instawork, we’re driven by our vision to create economic opportunity for local businesses and skilled hourly professionals in communities around the world. With a growing number of hub cities across the world in the U.S., Canada, India, and beyond, we’re looking for top talent to help rapidly scale our high-tech and high-touch labor marketplace. Our accomplished and dedicated team is passionate about our mission and committed to crafting revolutionary products, all with the backing of our world-class investors, including Benchmark, Spark Capital, Craft Ventures, Greylock Capital, Y Combinator, and more!

We’re looking for a Trust & Safety Manager with a proven track record of success. Reporting to our VP of Community Operations, this role serves as a critical member of our Operations team, and is responsible for scaling our Trust & Safety policy and execution as we grow.

What You’ll Do:

• Develop a comprehensive understanding of the Instawork business, platform, and the metrics that impact Trust & Safety across the brand. 
• Deal with sensitive content and emotionally charged escalations with empathy, tact, and equanimity.
• Steer the creation of internal and external guidelines and policies for the Trust & Safety escalations team.
• Lead the Trust & Safety escalations team, ensuring prompt and consistent responses to escalations. Manage a 24/7 operation, ensuring key metrics and SLAs are met.
• Communicate and report overall status, primary metrics, key issues, and solution plans to relevant partners and leaders. 
• Lead day-to-day operations of the Trust & Safety team, developing and tracking key operational metrics to measure organizational success and engage in ongoing capacity planning.
• Provide coaching and training to optimize for workflows including escalations, abuse reports, and legal requests, as well as ensuring the team is up to date on all policy, process, and product changes.
• Monitor team performance, accuracy, and quality to ensure alignment with other customer-facing teams.
• Develop and update T&S policies, procedures, and documentation.

• Ensure all escalations are being handled correctly and within established SLAs
• Leverage internal data to inform policy and process changes, leading on both strategy and implementation.
• Manage expectations and communicate the priorities, status, and progress of projects to stakeholders.
• Participate in on-call emergency escalation and after-hours duty when necessary.
• Lead and mentor junior team members within the Trust and Safety team.
• Build and own KPIs, reporting, insight, and trend analysis.
• Build and grow team tooling to support current and future needs, including structuring any business case(s) necessary to justify investing in new solutions.

Who you are:

• Deep understanding of safety issues with a minimum of 5+ years experience managing Trust & Safety escalations.
• Proven track record of scaling operations in a fast-paced, dynamic environment.
• Experience assessing, analyzing, and resolving complicated issues and communicating complex problems effectively.
• Detail-oriented with executive maturity, business acumen, and the ability to influence and communicate within all levels of the organization.
• You can develop and drive high-level strategic initiatives, but you can also roll up your sleeves, dig in and get the job done.
• Excellent leadership skills to motivate, develop, and retain talent.
• Strong analytical skills, including working with large data sets to identify and solve business problems.
• Exceptional organizational, stakeholder and time management, facilitation, and communication skills.
• Excellent verbal and written communication skills.

For CA based applicants:

• The base salary range for this position is $150,000 - $175,000
• This position is eligible for equity in the form of stock options
• This position is eligible for Instawork benefits, including:
• A variety of medical, dental, and vision plans with coverage beginning on the date of hire
• Flexible paid time off
• At least 8 paid company holidays annually
• Home office stipend
• Phone stipend
• Commuter stipend
• Supplemental pay on qualified leaves
• Employee health savings accounts (HSA) contribution
• Flexible spending plans
• 401K plan
• Perkspot - discount program through Lumity

A variety of factors are considered when determining someone’s compensation including a candidate’s professional background, experience, and location.  Final offer amounts may vary from the amounts listed above.

Instawork Values

• Bias for Action -- We are a growing team and an evolving product. We want a team of do’ers to drive the company forward, even if it means making decisions with incomplete information or being wrong.
• Act Like an Owner -- Treat this company as though it is your own. Execute on the fundamentals, and act creatively to drive growth. Your ability to drive impact in any part of our company is only limited by your courage and conviction, not your job title.
• Always Be Learning -- We are changing an entire industry. We strive to learn from each other and get better each day, week, and month, so that our team’s learnings can compound and we can all improve, together.
• Empathy, Trust, Candor -- Empathy for our business partners and professionals means we put ourselves in their shoes. Empathy for our colleagues means we are always upfront and honest with each other, which comes from trust.