Trust & Risk Team Lead

💻 The Role

As Team Lead, you’ll manage a pod of agents and specialists while supporting the scaling of our operational framework within Trust & Risk. You’ll run day-to-day triage and re-review workflows, set evidence standards, and partner cross-functionally to ensure fair, fast, and consistent outcomes. Your work improves user trust, reduces wrongful enforcement, and closes the loop on policy clarity. Lead & operate

• Manage an agent & specialist pod of ~10 direct reports (hiring input, onboarding, coaching, performance). - Own daily execution: intake/triage, evidence gathering, second-level review, and timely resolutions across priority queues. - Handle high-severity or sensitive appeals; approve exceptions and ensure conflict-of-interest controls. - Take the lead on high severity incidents in an area of expertise. - Be the go-to expert for your area of focus, and be able to provide recommendations for escalations or questions from anyone in the company. Build the team & framework

• Help scale our operating model: roles, SLAs, triage taxonomy, and weekly rhythm (calibration, case council). - Define decision templates and evidence standards; maintain playbooks and version-controlled guidance. - Establish escalation paths (Policy/Legal/Product) and criteria for reinstatement vs. uphold decisions. Measure & improve

• Partner with Data to instrument dashboards and track Time to Resolve, First Touch Response, and partner with decision quality team to ensure decision quality of appeals specialists is tracked and goaled. - Publish weekly insights and root-cause themes; drive fixes with Ops, Policy, Product, and Legal. - Contribute requirements to tooling (appeals intake, evidence checklists, audit trails, alerts) and lightweight automation.