Process and Policy Lead, Customer Support - Trust & Safety

ment, and you have demonstrated this through a track record of achievements in the policy space. You also have strong experience bringing out the best in a team and fostering a collaborative working style in a fast paced environment.

Responsibilities

• Build and lead a high-performing Policy/Process and customer support operations team, optimizing SOP development, testing, and implementation to deliver best-in-class safety and support services.
• Partner with front line agents, LOB leads, user/creator feedback, and Product PMs to rigorously test and iterate SOPs, ensuring timely feedback loops and stronger engagement with Product teams.
• Review and align SOPs in sync with labels and macros, in close partnership with Product owners, to ensure consistency, accuracy, and scalability.
• Articulate, interpret, and implement global product policies across business support channels, covering user and creator support and safety experiences.
• Ensure alignment and effectiveness across both in-house and BPO teams, driving improvements with success metrics focused on CSAT and AHT.
• Manage cross-team relationships, collaborating with Product, Operations, Legal, and Public Relations to build consensus and enhance support and safety policies.
• Strengthen team performance through strategy definition, effective leadership, and team-building, addressing challenges such as underperformance and personality conflicts.

Qualifications

Minimum Qualifications:

• Strong people management experience in leading global teams, with proven ability to build cohesion and address performance challenges.
• Significant experience in customer support operations, including SOP design, testing, iteration, and labeling alignment;
• You have excellent communication, influencing, and project management skills, with the ability to drive the simultaneous delivery of complex projects in collaboration with stakeholder teams;

Preferred Qualifications:

• Trust & Safety background preferred but not required.
• Tech experience would be a big plus.