Safety OnCall Team Lead, Trust & Safety

About the role

The Safety OnCall Team Lead will head a group of Oncall Specialists who provide rapid, high‑quality content safety support across multiple business lines. This position blends people management, operational oversight, and escalation handling to ensure consistent delivery of safety standards and continuous process improvement.

Key responsibilities

• Lead, coach, and develop a team of Oncall Specialists, defining clear roles and responsibilities.
• Implement policies and processes that foster a positive, productive work environment and recognize achievements.
• Partner with Quality and Training managers to onboard new hires, deliver intensive coaching, and conduct ongoing mentorship.
• Provide regular performance feedback, set targets, and drive the team to meet customer‑service and safety metrics.
• Identify performance gaps, design targeted coaching plans, and monitor progress.
• Oversee escalation management, ensuring timely resolution of critical safety incidents.
• Collaborate with Product, Process, Quality, and Training teams to streamline workflows, eliminate recurring issues, and enhance operational efficiency.
• Monitor safety metrics, assess human and machine moderation performance, and drive data‑driven improvements.

Required profile

• Proven experience managing safety, moderation, or similar operational teams.
• Strong leadership and people‑development skills with a track record of building high‑performing teams.
• Excellent communication and stakeholder‑management abilities across cross‑functional partners.
• Data‑driven mindset with experience using metrics to guide process improvements.

Required skills