Senior Trust & Safety Manager
Lead the team that screens every helper, adjudicates every escalated case, and shapes the policies that make Helpward worth booking. T&S is the moat; you're its operator.
About the role
Trust & Safety at Helpward is policy, operations, and engineering rolled into one role at this stage. You'll set the adjudication policy that drives our background-check decisions, run the team of reviewers handling escalated disputes, and partner with engineering on the tooling that makes the team's work auditable. The bar isn't 'comparable to other marketplaces'; it's 'verifiably better, and demonstrably so.'
What you'll do
- Own the adjudication policy for Checkr/Triton results — write it, document it, defend it publicly.
- Manage a team of 4–6 dispute reviewers; carry the queue yourself for the first 90 days to calibrate.
- Partner with engineering on the admin tooling at /admin/reviews, /admin/disputes, and /admin/data-requests.
- Be the named contact for our insurance carrier on every claim that reaches them.
- Own the safety section of the transparency report — including the numbers we'd rather not publish.
- Mentor the ops team on cases where T&S and supply-growth pressures conflict.
What we're looking for
- 7+ years T&S experience at a marketplace, social platform, or financial-services firm.
- Direct experience adjudicating escalated cases including violent-incident reports.
- Comfort writing policy that lives in public — your adjudication standards will be published.
- Ability to coordinate with law enforcement and counsel under pressure.
Nice to have
- JD or paralegal background.
- Prior experience working with Checkr / Triton or equivalent background-check providers.
- Public-speaking experience — we'll ask you to represent the program externally.
How to apply
Email careers@helpward.com with a short note and your CV or LinkedIn. Reference the role title in the subject line. We respond to every applicant within 7 business days. The process is 3–4 conversations and a paid trial project.
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