Manager, Trust & Safety - Escalations

Company: Instawork
Location: San Francisco
Posted on: June 1, 2025

Job Description:

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.
• Act as a point of contact for executive leadership on critical safety issues and escalations.
• Analyze data trends to identify emerging risks and develop proactive mitigation strategies.
• Build and maintain relationships with external stakeholders, including law enforcement and industry partners.
• Drive continuous improvement by identifying training needs and operational gaps within the team.
• Ensure 24/7 operational coverage, including weekend and holiday on-call rotations.Who You Are:
  • Bachelor's degree or equivalent practical experience.
  • 4+ years of experience in Trust & Safety, risk management, human resources, compliance or related fields, preferably in a two-sided marketplace.
  • 2+ years of people management experience, with a proven track record of leading high-performing teams.
  • Experience working with Legal teams.
  • Strong executive presence and experience briefing senior leadership and C-level stakeholders.
  • Demonstrated expertise in managing high-severity escalations and sensitive investigations.
  • Proven ability to develop and implement scalable operational processes.
  • Exceptional communication and interpersonal skills, with experience engaging external partners such as law enforcement agencies.
  • Strong analytical and problem-solving skills; experience leveraging data to inform decisions.
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
  • Flexibility to work non-traditional hours, including weekends and holidays.Preferred Qualifications:
    • Experienced with legal writing, communication with government agencies, and investigations.
    • Strong operational experience.
    • Proficiency in SQL and data analysis tools (Excel, Mode).
    • Experience drafting and publishing policies, help center articles, or user safety documentation.
    • Familiarity with regulatory compliance standards related to safety, privacy, and fraud prevention.For CA based applicants:
      • The base salary range for this position is $105,000 - $115,000. This position is eligible for equity in the form of stock options.
      • This position is eligible for Instawork benefits, including:
        • A variety of medical, dental, and vision plans with coverage beginning on the date of hire.
        • Flexible paid time off.
        • At least 8 paid company holidays annually.
        • Home office stipend.
        • Phone stipend.
        • Commuter stipend.
        • Supplemental pay on qualified leaves.
        • Employee health savings accounts (HSA) contribution.
        • Flexible spending plans.
        • 401K plan.
        • Perkspot - discount program through Lumity.A variety of factors are considered when determining someone's compensation including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed above.
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Keywords: Instawork, San Mateo , Manager, Trust & Safety - Escalations, Executive , San Francisco, California