Director, Trust & Safety

Instawork is a mission-driven (and fast growing) company looking for top talent to help us scale our labor marketplace.

Our team is composed of talented and dedicated individuals who are passionate about creating economic opportunity for businesses and skilled hourly professionals.

Our headquarters is in San Francisco, with hub cities across the U.S., Canada, and India.

Our company values are our North Star, guiding us as we craft impactful products and to be extraordinary colleagues to each other. 

We have been fortunate to be funded by some of the greatest technology investors supporting us on this journey, including: Benchmark (Bill Gurley), Greylock Capital, Y Combinator, and many more.

Leveraging our accelerating growth, we will continue to grow our team and to expand globally in order to revolutionize the labor market.

Instawork, a digital marketplace that connects local businesses with skilled hourly professionals across the U.S., is seeking a Director, Trust & Safety with a proven track record of success to join our rapidly growing team.

Reporting to the VP , Community Operations.

This role serves as a critical member of the Customer Operations team, and is responsible for leading day-to-day operations of the Trust & Safety team, developing and tracking key operational metrics to measure organizational success and engage in ongoing capacity planning.

This role requires deep understanding of safety issues as well as managing Trust & Safety functions .

This is a results-driven position that requires a proven track record of scaling operations in a fast-paced, dynamic and global environment.

Requirements

• Develop a comprehensive understanding of the Instawork business, platform, and the metrics that impact Trust & Safety across the brand.
• Deal with sensitive content and emotionally charged escalations with empathy, tact, and equanimity.
• Steer the creation of internal and external guidelines and policies for the Trust & Safety team
• Communicate and report overall status, primary metrics, key issues, and solution plans to relevant partners and leaders.
• Represent the company externally with industry groups, government officials, and members of the press to explain Instawork’s approach to Trust and Safety.
• Lead day-to-day operations of the Trust & Safety team, developing and tracking key operational metrics to measure organizational success and engage in ongoing capacity planning.
• Provide coaching and training to optimize for workflows including escalations, abuse reports, and legal requests, as well as ensuring the team is up to date on all policy, process, and product changes.
• Monitor team performance, accuracy, and quality to ensure alignment with other customer-facing teams.

Who are you?

• Deep understanding of safety issues with a minimum of 5+ years experience managing Trust & Safety functions
• Proven track record of scaling operations in a fast-paced, dynamic and global environment
• Detail-oriented with executive maturity, business acumen, and the ability to influence and communicate within all levels of the organization
• A team player who’s willing to get their hands dirty and help where needed 
• Excellent leadership skills to motivate, develop, and retain talent
• Strong analytical skills, including working with large data sets to identify and solve business problems
• Excellent verbal and written communication skills

Instawork Values

• Bias for Action –
  – We are a growing team and an evolving product.

  We want a team of do’ers to drive the company forward, even if it means making decisions with incomplete information or being wrong.

• Act Like an Owner –
  – Treat this company as though it is your own.

  Execute on the fundamentals, and act creatively to drive growth.

  Your ability to drive impact in any part of our company is only limited by your courage and conviction, not your job title.

• Always Be Learning –
  – We are changing an entire industry.

  We strive to learn from each other and get better each day, week, and month, so that our team’s learnings can compound and we can all improve, together.

• Empathy, Trust, Candor –
  – Empathy for our business partners and professionals means we put ourselves in their shoes.

  Empathy for our colleagues means we are always upfront and honest with each other, which comes from trust.

Founded in 2016, Instawork is the leading flexible staffing solution for local, hourly professionals.

For more information visit 

We value diversity on our team and firmly believe Instawork is stronger when we hire people who make their own unique contributions to our culture.

We welcome all applicants and encourage candidates from underrepresented backgrounds to apply. 

To learn more about our company values, please visit: