Safety OnCall Team Lead, Trust & Safety
Core
Leading a team of OnCall Specialists to deliver high-quality, timely content safety support across Account, Search, Comments, and Messages, managing escalations and ensuring 24/7 coverage.
Role type
Senior IC people manager (content safety operations)
Builds
Scalable safety processes and 24/7 on-call service delivery for user interactions
Domain
Technology platform safety and content moderation
Required skills
People management, escalation handling, process improvement, stakeholder collaboration, data analysis, scheduling, SOP development, performance coaching, root cause analysis, SLA management
Preferred skills
Ambiguity navigation, matrix environment experience, tooling optimization, proactive improvement attitude, high-priority problem solving
Technologies
Ticket systems, auto-routing systems, self-help tools
Responsibilities
Lead and manage a team of OnCall Specialists; Monitor auto-routing systems and manage escalated inquiries; Identify recurring issues and recommend process enhancements; Build effective schedules ensuring full 24/7 coverage; Track KPIs and provide regular updates to leadership on team performance.
Seniority
Senior, hands-on IC
