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- Tasks: Lead Muzz's Trust & Safety team, ensuring a safe space for genuine connections.
- Company: Join a profitable Consumer Tech startup backed by Y Combinator.
- Benefits: Generous holiday, meaningful equity, and international travel opportunities.
- Other info: Enjoy quarterly hackathons and regular social events to connect with your team.
- Why this job: Make a real impact on user safety while working with a diverse and talented team.
- Qualifications: 3+ years in leadership roles within Trust & Safety and strong online moderation experience.
The predicted salary is between 36000 - 60000 £ per year.
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:
- 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?
- We’re a profitable Consumer Tech startup, backed by Y Combinator (S17) and based in London.
- Join our fast growing team and work on an amazing product that’s changing the world.
- 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.
- Take-home exercise.
- Final interview.
- OFFER!!
Head of Trust & Safety in London employer: Muzz
Contact Detail:
Muzz Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Trust & Safety in London
✨Tip Number 1
Network like a pro! Reach out to people in the Trust & Safety space, especially those at Muzz. A friendly chat can give us insights into the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into Muzz’s safety policies and recent updates. Show us you’re not just interested in the role but genuinely care about user safety and community integrity.
✨Tip Number 3
Practice your communication skills! As a leader, you’ll need to convey complex ideas clearly. Try explaining online safety concepts to a friend who knows nothing about it – if they get it, you’re on the right track!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Head of Trust & Safety 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 online environment. Share any relevant experiences that highlight your commitment to user safety and how you’ve tackled challenges in the past.
Tailor Your Application: Make sure to customise your application to reflect the specific requirements of the Head of Trust & Safety role. Use keywords from the job description to demonstrate that you understand what we’re looking for and how you fit into our mission.
Be Clear and Concise: We appreciate clarity! Keep your application straightforward and to the point. Avoid jargon unless it’s necessary, and make sure your key achievements stand out so we can easily see your qualifications.
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
Make sure you’re well-versed in online safety risks and moderation practices. Brush up on the latest trends in user protection, harassment, and fraud. Being able to discuss these topics confidently will show that you’re not just a leader but also someone who understands the nuances of the role.
✨Showcase Your Leadership Style
Prepare to talk about your leadership experience, especially in Trust & Safety. Think of specific examples where you’ve led teams through challenges or transitions. Highlight how you’ve fostered a safety-first culture and supported your team’s growth – this is key for Muzz!
✨Be Data-Driven
Since the role involves setting KPIs and monitoring performance, come prepared with examples of how you’ve used data to drive decisions in past roles. Discuss how you balance user protection with business needs using metrics – it’ll demonstrate your strategic thinking.
✨Engage with the Company Culture
Muzz values diversity and a fun work environment, so don’t shy away from showing your personality! Share your thoughts on team-building activities or how you’d contribute to a positive workplace culture. This will help you connect with the interviewers on a personal level.