Trust & Safety Manager

Position Overview:

We are seeking a data-driven, systems-savvy, and policy-experienced Trust & Safety Manager with a bias to action to join our team. In this role, you will be responsible for overseeing and balancing the performance of our Trust & Safety Specialists, managing vendor relationships, and ensuring our enforcement workflows run smoothly, ethically, and efficiently. The Trust & Safety Manager will be pivotal in ensuring we scale a compliant, efficient, user-friendly platform for all stakeholders, driving and implementing Trust & Safety policies and procedures that are proactively preventative and maintain our platform with integrity and the best user experience. 

Key Responsibilities

People Management & Team Leadership

• Manage, mentor, and support a team of in-house specialists across time zones
• Conduct regular 1:1s, team check-ins, and performance reviews
• Support hiring, onboarding, and training of new specialists and QA analysts
• Foster a team culture of resilience, accountability, and well-being (including managing exposure to sensitive content)

Creating a safe and trusted environment for creators & fans:

• Troubleshoot potential fraud, moderation, and compliance requests of stakeholders reaching out through a variety of support channels.
• Collaborate with internal teams and external stakeholders to resolve urgent T&S issues by employing effective escalation procedures and risk mitigation measures.
• Adhere to key experience SLAs and focus on achieving top-tier performance metrics to ensure the team delivers an amazing support experience.

Compliance & Platform Integrity Support

• Ensure enforcement aligns with legal and regulatory obligations (e.g., CSAM prevention, 2257 documentation, GDPR)
• Help prepare for audits, transparency reporting, and regulator inquiries
• Work with Policy Managers to operationalize new or updated policies into enforcement procedures

Build Scalable Support Documentation and Processes:

• Deliver key resources and initiatives that establish foundations of preventative and proactive Trust & Safety philosophy.
• Identify opportunities for improvement across different Trust & Safety functions and assist with delivering key operational adjustments to day-to-day Trust & Safety processes.
• Define, document, and execute the best practices and strategy for a Trust & Safety that focus on scaling and long-term trust with our creators and fans.

Establish Trust & Safety guardrails and best practices for the Fansly platform:

• Own, monitor, improve, and report on key Trust & Safety metrics and KPIs.
• Serve as the expert and advisor for developing top industry standard Trust & Safety guidelines and operations.
• Work closely with executives to report relevant user experiences for continual platform improvement. 
• Stay abreast and update stakeholders on new and existing Trust & Safety workflows, SOPs, and protocols that protect the experience of creators and fans inside and outside the platform.
• Lead policy development, maintenance, and deployment for all Trust & Safety  programs.

Bonus Points For:

• Experience managing global moderation teams (in-house or BPO)
• Familiarity with relevant laws (e.g., DSA, Section 230, 2257)
• Background in creator economy or adult content moderation
• Prior experience standing up new operational processes or tools
• Experience with Intercom

Qualifications

• 5+ years in Trust & Safety, content moderation, or operations management
• 2+ years experience managing people in fast-paced, high-volume environments
• Highly organized, process-oriented, and systems-minded
• Comfortable working with NSFW/sensitive content in a professional setting (tools/support provided)
• Familiar with moderation platforms, QA processes, and reporting tools 
• Excellent communication and documentation skills
• Experience coordinating with legal, compliance, or vendor teams

Benefits:

• Competitive Salary (Salary begins at $85,000/year, negotiable based on experience)
• 100% Remote
• Health, dental, and vision insurance coverage for you and your family.
• Flexible Time Off (FTO) and paid holidays
• Mental Health Support and Counseling
• Employee recognition programs to celebrate achievements and contributions.