Head of Trust & Safety in England

Muzz is on a mission to have the best customer experience of any marriage app. Lead our fast‑growing Safety team, ensuring that Muzz remains a trusted and safe space for genuine connections, with clear safety policies and best‑in‑class moderation practices. This is an exciting opportunity to lead our globally operating Safety team and contribute to our overall aim of delivering exceptional customer service.

You’ll be responsible for ensuring Muzz remains a trusted space for facilitating real connections, balancing user safety, privacy, and experience with scalable operational processes. We are going through a transformative time as we scale and invest in our Trust & Safety function amid growth and transition. This is both a strategic and hands‑on role, ideal for a senior leader with proven experience in online safety, risk management, or policy at a consumer tech, dating or social platform. This is a Fixed‑term contract (Maternity Cover) – 12 months. You must be located in the UK for this role.

Day to day Responsibilities:

• Lead the Trust & Safety function, overseeing policy, moderation, risk operations, and user protection initiatives.
• Champion a safety‑first culture within Muzz, ensuring it’s embedded across Product and teams.
• Handle team scheduling to maintain consistent, high‑quality coverage across all time zones.
• Review and update safety and content policies to reflect evolving risks, user feedback, and regulatory requirements.
• Ensure the Safety moderation team is trained, supported, and equipped to manage sensitive or high‑risk content.
• Understand and overcome online safety challenges, including but not limited to harassment, fraud, content moderation, and community integrity.
• Ensure consistent, fair enforcement of policies across all user touchpoints.
• Oversee user reporting workflows, moderation processes, and incident response.
• Set, monitor, and benchmark KPIs for quality, response speed, and customer satisfaction.
• Develop scalable processes and workforce management practices to increase efficiency and reduce cost.
• Lead, mentor, and manage the Safety team, including part‑time staff, ensuring strong performance and professional growth.
• Ensure the Safety setup effectively meets the needs of our global member base, considering language, region, and time zone requirements.
• Work with the leadership team on our AI and automation strategy to improve speed, accuracy, and cost‑effectiveness.
• Manage the Safety function’s budget and provide regular performance insights to senior stakeholders.
• Maintain clear and up‑to‑date documentation of Safety systems, policies, processes, and tools.

What we’re looking for:

• 3+ years of leadership experience in the Trust & Safety space.
• 5+ years of online moderation experience, managing risk and policy.
• Strong understanding of online safety risks, including harassment, fraud, misinformation, and cultural sensitivities.
• Experience building or evolving safety policies and moderation frameworks.
• Data‑driven, empathetic, and able to balance user protection with business needs.
• Comfortable leading during transition periods and working cross‑functionally in a fast‑paced environment.
• Skilled with AI, automations, conversation design, and support workflow optimisation.
• You’re hands‑on when needed – happy to jump into the queue and support members directly.
• Clear and confident communicator, experienced in leading cross‑functional teams and driving alignment across diverse stakeholders.

Why join Muzz?

• A great product – We’re the leading app in this space with over 10 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.

Interview Process:

• 30min video call with Head of Trust & Safety.
• Final interview.
• OFFER!!

Seniority Level: Mid‑Senior level

Employment Type: Contract

Job Function: Customer Service and Information Technology

Industries: Software Development