Manager, Trust & Safety - Escalations
About the role
At Instawork, we’re driven by our vision to create economic opportunity for local businesses and skilled hourly professionals in communities around the world. With a growing number of hub cities across the world in the U.S., Canada, India, and beyond, we’re looking for top talent to help rapidly scale our high-tech and high-touch labor marketplace. Our accomplished and dedicated team is passionate about our mission and committed to crafting revolutionary products, all with the backing of our world-class investors, including Benchmark, Spark Capital, Craft Ventures, Greylock Capital, Y Combinator, and more!
As the Trust & Safety Manager - Escalations , you will lead a team of Trust & Safety Specialists dedicated to ensuring the safety and integrity of Instawork's platform. You will oversee high-risk investigations, manage critical escalations, and develop strategies to mitigate platform abuse. Your leadership will drive operational excellence, support cross-functional collaboration, and ensure alignment with company policies and regulatory standards. This role requires a proactive leader with strong judgment, operational expertise, and a passion for creating a safe and trustworthy environment for our community.
This role requires weekend/holiday on-call and non-standard business hours coverage. This is a hybrid role based in our San Francisco office.
What You'll Do:
- Lead and mentor the Trust & Safety Escalations team, providing guidance on complex investigations and high-severity incidents.
- Oversee investigation and response to escalations, ensuring thorough, evidence-based investigations and timely resolutions.
- Develop and implement strategies to enhance operational workflows and enforcement of Community Guidelines and terms of service.
- Collaborate with cross-functional teams (Legal, Product, Engineering, Account Management) to manage safety risks and improve platform policies.
