Published on

Jun 10, 2024

Published on

Jun 10, 2024

Published on

Jun 10, 2024

Published on

Jun 10, 2024

Head of Trust & Safety

Head of Trust & Safety

Head of Trust & Safety

Head of Trust & Safety

Full-time

/

Paris, France

/

Hybrid

Full-time

/

Paris, France

/

Hybrid

Full-time

/

Paris, France

/

Hybrid

Full-time

/

Paris, France

/

Hybrid

About the job

WHAT IS TIMELEFT? Timeleft is more than an app; it's a revolution against urban loneliness. Launched on May 1, 2023, our unique concept of dinners with strangers in major cities has quickly become a weekly highlight, offering genuine human connections.
Every Wednesday, we host over 8,000 strangers in 600+ restaurants across 100 cities in 20 countries. As we expand our reach, we're inviting dynamic individuals to join us on this journey.
--------
WHAT WILL YOU BE DOING?
As our future Head of Customer Support, Trust & Safety (CSTS), your mission will be to lead and shape the strategies that ensure our users have a seamless and secure experience. You will be responsible for overseeing all customer support functions and ensuring that our support team is empowered to deliver exceptional service. Additionally, you will develop and implement policies and practices that maintain user trust and safety across all interactions with Timeleft.
We are looking for someone who not only has a proven track record in customer support and trust & safety management but also shares our passion for building communities and fostering genuine human connections. If you have solid experience in developing and executing customer support strategies and trust & safety policies, and are ready to take on the challenge of ensuring a safe and positive user experience, Timeleft is the perfect place for you.
As the future Head of CSTS at Timeleft, you'll embark on a comprehensive journey to elevate our customer support standards and ensure our platform remains a safe and welcoming space for all users.
Your missions will include:
Trust & Safety Operations and Risk Management:Develop and implement trust and safety operations, including proactive detection, investigation, and resolution of safety incidents.Use advanced data analytics and machine learning to identify and mitigate risks.Monitor and respond to safety trends, adapting strategies as needed to address emerging threats.Create training programs and materials to educate employees and users on best practices for safety and risk management.Aid the Data Protection Officer (DPO) and Legal team in navigating complex compliance matters.Conduct regular risk assessments and audits to ensure compliance and effectiveness.
Policy Development:Develop, refine, and operationalize user safety policies to ensure consistent and scalable enforcement worldwide.Work closely with Product, Engineering, Communications, Legal, and other teams to drive safety strategies.Oversee audits, reviews, and in-depth research to improve policies and maintain feedback loops.
Incident Management:Address and manage any safety incidents proactively and efficiently.Develop crisis management and response strategies.Ensure timely and effective communication during safety incidents.
Team Leadership:Hire and develop a high-performing safety and risk management team.Structure and organize the team to maximize efficiency and impact.Foster a collaborative and supportive team culture.
Cross-functional Collaboration:Act as the bridge between the safety & risk team and other departments.Ensure that safety feedback and issues are effectively communicated to the product team.Collaborate with the product team to prioritize and implement safety improvements based on real-world user experiences and feedback.Challenge internal processes impacting safety to ensure smooth communication and information flow with all internal teams (Sales, Account Management, Marketing, etc.).
Vision and Strategy:Drive the vision and strategy for Timeleft’s Safety & Risk teams.Partner with cross-functional leaders to build and deliver world-class products and programs.Clearly communicate roadmaps, priorities, experiments, and decisions across the organization.Define and advance metrics to inform the success of safety and risk management programs and features shipped.
--------
WHAT’S IN IT FOR YOU?
A front-row seat in an exciting, fast-growing startup.Competitive remuneration and flexible office hours.The opportunity to develop your position and responsibilities as Timeleft grows.Take part in Timeleft dinners and see for yourself the impact we have on people's lives.Fighting the loneliness epidemic in big cities.
--------
REQUIREMENTS
An empathetic and patient individual who enjoys helping others and solving problems.Mandatory Technical Skills: Proficiency in Slack and Notion is essential for daily operations and collaboration.Proven experience in customer support and trust & safety roles, preferably in a tech startup environment.Strong leadership and team management skills, with a track record of building and leading successful teams.Excellent communication skills, with the ability to craft clear and effective policies and responses.Knowledge of customer support software, automation tools, and data analytics.Experience with crisis management and developing crisis response strategies.Bonus: Familiarity with platforms such as Zendesk, Intercom, or similar.
--------
INTERVIEW PROCESS?
Read this ad properly to make sure you meet the criteria.If you are selected, a 30-minute video call meeting to present the project in more detail and explain what you will have to do and answer your questions.We are looking for someone who can start in June :)

About the job

WHAT IS TIMELEFT? Timeleft is more than an app; it's a revolution against urban loneliness. Launched on May 1, 2023, our unique concept of dinners with strangers in major cities has quickly become a weekly highlight, offering genuine human connections.
Every Wednesday, we host over 8,000 strangers in 600+ restaurants across 100 cities in 20 countries. As we expand our reach, we're inviting dynamic individuals to join us on this journey.
--------
WHAT WILL YOU BE DOING?
As our future Head of Customer Support, Trust & Safety (CSTS), your mission will be to lead and shape the strategies that ensure our users have a seamless and secure experience. You will be responsible for overseeing all customer support functions and ensuring that our support team is empowered to deliver exceptional service. Additionally, you will develop and implement policies and practices that maintain user trust and safety across all interactions with Timeleft.
We are looking for someone who not only has a proven track record in customer support and trust & safety management but also shares our passion for building communities and fostering genuine human connections. If you have solid experience in developing and executing customer support strategies and trust & safety policies, and are ready to take on the challenge of ensuring a safe and positive user experience, Timeleft is the perfect place for you.
As the future Head of CSTS at Timeleft, you'll embark on a comprehensive journey to elevate our customer support standards and ensure our platform remains a safe and welcoming space for all users.
Your missions will include:
Trust & Safety Operations and Risk Management:Develop and implement trust and safety operations, including proactive detection, investigation, and resolution of safety incidents.Use advanced data analytics and machine learning to identify and mitigate risks.Monitor and respond to safety trends, adapting strategies as needed to address emerging threats.Create training programs and materials to educate employees and users on best practices for safety and risk management.Aid the Data Protection Officer (DPO) and Legal team in navigating complex compliance matters.Conduct regular risk assessments and audits to ensure compliance and effectiveness.
Policy Development:Develop, refine, and operationalize user safety policies to ensure consistent and scalable enforcement worldwide.Work closely with Product, Engineering, Communications, Legal, and other teams to drive safety strategies.Oversee audits, reviews, and in-depth research to improve policies and maintain feedback loops.
Incident Management:Address and manage any safety incidents proactively and efficiently.Develop crisis management and response strategies.Ensure timely and effective communication during safety incidents.
Team Leadership:Hire and develop a high-performing safety and risk management team.Structure and organize the team to maximize efficiency and impact.Foster a collaborative and supportive team culture.
Cross-functional Collaboration:Act as the bridge between the safety & risk team and other departments.Ensure that safety feedback and issues are effectively communicated to the product team.Collaborate with the product team to prioritize and implement safety improvements based on real-world user experiences and feedback.Challenge internal processes impacting safety to ensure smooth communication and information flow with all internal teams (Sales, Account Management, Marketing, etc.).
Vision and Strategy:Drive the vision and strategy for Timeleft’s Safety & Risk teams.Partner with cross-functional leaders to build and deliver world-class products and programs.Clearly communicate roadmaps, priorities, experiments, and decisions across the organization.Define and advance metrics to inform the success of safety and risk management programs and features shipped.
--------
WHAT’S IN IT FOR YOU?
A front-row seat in an exciting, fast-growing startup.Competitive remuneration and flexible office hours.The opportunity to develop your position and responsibilities as Timeleft grows.Take part in Timeleft dinners and see for yourself the impact we have on people's lives.Fighting the loneliness epidemic in big cities.
--------
REQUIREMENTS
An empathetic and patient individual who enjoys helping others and solving problems.Mandatory Technical Skills: Proficiency in Slack and Notion is essential for daily operations and collaboration.Proven experience in customer support and trust & safety roles, preferably in a tech startup environment.Strong leadership and team management skills, with a track record of building and leading successful teams.Excellent communication skills, with the ability to craft clear and effective policies and responses.Knowledge of customer support software, automation tools, and data analytics.Experience with crisis management and developing crisis response strategies.Bonus: Familiarity with platforms such as Zendesk, Intercom, or similar.
--------
INTERVIEW PROCESS?
Read this ad properly to make sure you meet the criteria.If you are selected, a 30-minute video call meeting to present the project in more detail and explain what you will have to do and answer your questions.We are looking for someone who can start in June :)

About the job

WHAT IS TIMELEFT? Timeleft is more than an app; it's a revolution against urban loneliness. Launched on May 1, 2023, our unique concept of dinners with strangers in major cities has quickly become a weekly highlight, offering genuine human connections.
Every Wednesday, we host over 8,000 strangers in 600+ restaurants across 100 cities in 20 countries. As we expand our reach, we're inviting dynamic individuals to join us on this journey.
--------
WHAT WILL YOU BE DOING?
As our future Head of Customer Support, Trust & Safety (CSTS), your mission will be to lead and shape the strategies that ensure our users have a seamless and secure experience. You will be responsible for overseeing all customer support functions and ensuring that our support team is empowered to deliver exceptional service. Additionally, you will develop and implement policies and practices that maintain user trust and safety across all interactions with Timeleft.
We are looking for someone who not only has a proven track record in customer support and trust & safety management but also shares our passion for building communities and fostering genuine human connections. If you have solid experience in developing and executing customer support strategies and trust & safety policies, and are ready to take on the challenge of ensuring a safe and positive user experience, Timeleft is the perfect place for you.
As the future Head of CSTS at Timeleft, you'll embark on a comprehensive journey to elevate our customer support standards and ensure our platform remains a safe and welcoming space for all users.
Your missions will include:
Trust & Safety Operations and Risk Management:Develop and implement trust and safety operations, including proactive detection, investigation, and resolution of safety incidents.Use advanced data analytics and machine learning to identify and mitigate risks.Monitor and respond to safety trends, adapting strategies as needed to address emerging threats.Create training programs and materials to educate employees and users on best practices for safety and risk management.Aid the Data Protection Officer (DPO) and Legal team in navigating complex compliance matters.Conduct regular risk assessments and audits to ensure compliance and effectiveness.
Policy Development:Develop, refine, and operationalize user safety policies to ensure consistent and scalable enforcement worldwide.Work closely with Product, Engineering, Communications, Legal, and other teams to drive safety strategies.Oversee audits, reviews, and in-depth research to improve policies and maintain feedback loops.
Incident Management:Address and manage any safety incidents proactively and efficiently.Develop crisis management and response strategies.Ensure timely and effective communication during safety incidents.
Team Leadership:Hire and develop a high-performing safety and risk management team.Structure and organize the team to maximize efficiency and impact.Foster a collaborative and supportive team culture.
Cross-functional Collaboration:Act as the bridge between the safety & risk team and other departments.Ensure that safety feedback and issues are effectively communicated to the product team.Collaborate with the product team to prioritize and implement safety improvements based on real-world user experiences and feedback.Challenge internal processes impacting safety to ensure smooth communication and information flow with all internal teams (Sales, Account Management, Marketing, etc.).
Vision and Strategy:Drive the vision and strategy for Timeleft’s Safety & Risk teams.Partner with cross-functional leaders to build and deliver world-class products and programs.Clearly communicate roadmaps, priorities, experiments, and decisions across the organization.Define and advance metrics to inform the success of safety and risk management programs and features shipped.
--------
WHAT’S IN IT FOR YOU?
A front-row seat in an exciting, fast-growing startup.Competitive remuneration and flexible office hours.The opportunity to develop your position and responsibilities as Timeleft grows.Take part in Timeleft dinners and see for yourself the impact we have on people's lives.Fighting the loneliness epidemic in big cities.
--------
REQUIREMENTS
An empathetic and patient individual who enjoys helping others and solving problems.Mandatory Technical Skills: Proficiency in Slack and Notion is essential for daily operations and collaboration.Proven experience in customer support and trust & safety roles, preferably in a tech startup environment.Strong leadership and team management skills, with a track record of building and leading successful teams.Excellent communication skills, with the ability to craft clear and effective policies and responses.Knowledge of customer support software, automation tools, and data analytics.Experience with crisis management and developing crisis response strategies.Bonus: Familiarity with platforms such as Zendesk, Intercom, or similar.
--------
INTERVIEW PROCESS?
Read this ad properly to make sure you meet the criteria.If you are selected, a 30-minute video call meeting to present the project in more detail and explain what you will have to do and answer your questions.We are looking for someone who can start in June :)

About the job

WHAT IS TIMELEFT? Timeleft is more than an app; it's a revolution against urban loneliness. Launched on May 1, 2023, our unique concept of dinners with strangers in major cities has quickly become a weekly highlight, offering genuine human connections.
Every Wednesday, we host over 8,000 strangers in 600+ restaurants across 100 cities in 20 countries. As we expand our reach, we're inviting dynamic individuals to join us on this journey.
--------
WHAT WILL YOU BE DOING?
As our future Head of Customer Support, Trust & Safety (CSTS), your mission will be to lead and shape the strategies that ensure our users have a seamless and secure experience. You will be responsible for overseeing all customer support functions and ensuring that our support team is empowered to deliver exceptional service. Additionally, you will develop and implement policies and practices that maintain user trust and safety across all interactions with Timeleft.
We are looking for someone who not only has a proven track record in customer support and trust & safety management but also shares our passion for building communities and fostering genuine human connections. If you have solid experience in developing and executing customer support strategies and trust & safety policies, and are ready to take on the challenge of ensuring a safe and positive user experience, Timeleft is the perfect place for you.
As the future Head of CSTS at Timeleft, you'll embark on a comprehensive journey to elevate our customer support standards and ensure our platform remains a safe and welcoming space for all users.
Your missions will include:
Trust & Safety Operations and Risk Management:Develop and implement trust and safety operations, including proactive detection, investigation, and resolution of safety incidents.Use advanced data analytics and machine learning to identify and mitigate risks.Monitor and respond to safety trends, adapting strategies as needed to address emerging threats.Create training programs and materials to educate employees and users on best practices for safety and risk management.Aid the Data Protection Officer (DPO) and Legal team in navigating complex compliance matters.Conduct regular risk assessments and audits to ensure compliance and effectiveness.
Policy Development:Develop, refine, and operationalize user safety policies to ensure consistent and scalable enforcement worldwide.Work closely with Product, Engineering, Communications, Legal, and other teams to drive safety strategies.Oversee audits, reviews, and in-depth research to improve policies and maintain feedback loops.
Incident Management:Address and manage any safety incidents proactively and efficiently.Develop crisis management and response strategies.Ensure timely and effective communication during safety incidents.
Team Leadership:Hire and develop a high-performing safety and risk management team.Structure and organize the team to maximize efficiency and impact.Foster a collaborative and supportive team culture.
Cross-functional Collaboration:Act as the bridge between the safety & risk team and other departments.Ensure that safety feedback and issues are effectively communicated to the product team.Collaborate with the product team to prioritize and implement safety improvements based on real-world user experiences and feedback.Challenge internal processes impacting safety to ensure smooth communication and information flow with all internal teams (Sales, Account Management, Marketing, etc.).
Vision and Strategy:Drive the vision and strategy for Timeleft’s Safety & Risk teams.Partner with cross-functional leaders to build and deliver world-class products and programs.Clearly communicate roadmaps, priorities, experiments, and decisions across the organization.Define and advance metrics to inform the success of safety and risk management programs and features shipped.
--------
WHAT’S IN IT FOR YOU?
A front-row seat in an exciting, fast-growing startup.Competitive remuneration and flexible office hours.The opportunity to develop your position and responsibilities as Timeleft grows.Take part in Timeleft dinners and see for yourself the impact we have on people's lives.Fighting the loneliness epidemic in big cities.
--------
REQUIREMENTS
An empathetic and patient individual who enjoys helping others and solving problems.Mandatory Technical Skills: Proficiency in Slack and Notion is essential for daily operations and collaboration.Proven experience in customer support and trust & safety roles, preferably in a tech startup environment.Strong leadership and team management skills, with a track record of building and leading successful teams.Excellent communication skills, with the ability to craft clear and effective policies and responses.Knowledge of customer support software, automation tools, and data analytics.Experience with crisis management and developing crisis response strategies.Bonus: Familiarity with platforms such as Zendesk, Intercom, or similar.
--------
INTERVIEW PROCESS?
Read this ad properly to make sure you meet the criteria.If you are selected, a 30-minute video call meeting to present the project in more detail and explain what you will have to do and answer your questions.We are looking for someone who can start in June :)

About Company

Every Wednesday in 16 countries, we fight big-city loneliness.🇵🇹+🇫🇷+🇬🇧+🇪🇸+🇧🇪+🇨🇭+🇮🇪+🇩🇪+🇱🇺+🇦🇹+🇺🇸+🇧🇷+🇳🇱+🇲🇽+🇦🇷 (soon 🇨🇦)

Total Employees

0

Company 2-Year Growth

0%

Median Employee Tenure

Because no one goes to school
for fighting fraud.