At a Glance
- Tasks: Lead Safety and Support teams to ensure a trusted space for genuine connections.
- Company: Join Muzz, a mission-driven marriage app focused on exceptional customer experience.
- Benefits: Enjoy meaningful equity, generous holiday, and monthly learning days.
- Other info: Experience international travel with the team and enjoy a vibrant company culture.
- Why this job: Make a real impact on user safety and community integrity in a fast-paced environment.
- Qualifications: 3+ years in leadership roles and 5+ years in online moderation or safety.
The predicted salary is between 60000 - 80000 € per year.
Muzz is on a mission to have the best customer experience of any marriage app. Lead our fast-growing Safety and Support teams, 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 and Support teams 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 Community 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.
- 3+ years of leadership experience in the Trust & Safety/Support 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
- 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
Day to day:
- Lead the Safety and Support functions, overseeing policy, moderation, operations, and user protection initiatives
- Champion a safety-first and member-centric culture within Muzz, ensuring it's embedded across the product and our 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 and Support teams are 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 teams, including part-time staff, ensuring strong performance and professional growth
- Ensure the 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 function's budget and provide regular performance insights to senior stakeholders
- Maintain clear and up-to-date documentation of systems, policies, processes, and tools
Benefits:
- Meaningful equity – everyone on the team gets a slice of the pie
- Day off per month to learn – the last Friday of every month is set aside for learning and development
- International travel – the whole team flies to a destination twice a year to connect and have fun
- Generous Holiday / PTO – all full-time members receive at least 33 days of holiday, regardless of where they live
Head of Safety and Support in London employer: Muzz
Muzz is an exceptional employer, dedicated to fostering a culture of safety and support while prioritising employee growth and development. With generous benefits such as meaningful equity, dedicated learning days, and international team-building trips, Muzz creates an engaging work environment that values both personal and professional advancement. Located in the UK, this role offers the chance to lead a dynamic team during a transformative period, making a significant impact on user safety and community integrity.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Safety and Support in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Muzz or similar companies. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by diving deep into Muzz's mission and values. Show us how your experience aligns with our goal of creating a safe and trusted space for connections. Tailor your examples to highlight your leadership in safety and support.
✨Tip Number 3
Don’t just wait for job openings; be proactive! Keep an eye on our website and apply directly when you see a role that fits. We love seeing candidates who are genuinely interested in joining our team.
✨Tip Number 4
Showcase your hands-on experience! Whether it’s through case studies or real-life examples, let us know how you've tackled online safety challenges before. We want to see your problem-solving skills in action!
We think you need these skills to ace Head of Safety and Support in London
Some tips for your application 🫡
Show Your Passion for Safety:When writing your application, let us see your enthusiasm for creating a safe and supportive environment. Share specific examples of how you've championed safety in previous roles, especially in online platforms.
Tailor Your Experience:Make sure to highlight your relevant experience in Trust & Safety or Support. We want to see how your background aligns with our mission at Muzz, so don’t hold back on those impressive achievements!
Be Clear and Concise:We appreciate clarity! Keep your application straightforward and to the point. Use bullet points where necessary to make it easy for us to see your key skills and experiences at a glance.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with Muzz.
How to prepare for a job interview at Muzz
✨Know Your Stuff
Before the interview, dive deep into Muzz's mission and values. Understand their approach to safety and support, and be ready to discuss how your experience aligns with their goals. This shows genuine interest and helps you connect your background to their needs.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the Trust & Safety space. Highlight specific challenges you've faced, how you managed them, and the outcomes. This will demonstrate your capability to lead Muzz's Safety and Support teams effectively.
✨Be Data-Driven
Muzz values a data-driven approach, so come prepared with metrics or KPIs from your previous roles that showcase your impact. Discuss how you've used data to inform decisions, improve processes, or enhance user safety, which is crucial for this role.
✨Emphasise Communication Skills
As a Head of Safety and Support, clear communication is key. Be ready to discuss how you've facilitated cross-functional collaboration in the past. Share examples of how you've communicated complex policies or safety issues to diverse stakeholders, ensuring everyone is on the same page.
