Trust & Safety Lead

About the Company

ClassDojo's goal is to give every child on Earth an education they love. Our flagship app is the #1 communication app connecting K-12 teachers, children, and families globally, reaching over 45 million children in 180 countries.

Responsibilities

• Lead the Trust and Safety program and a team of specialists responding to escalated support tickets
• Evolve the Trust & Safety framework alongside product and engineering teams
• Land policies, playbooks, and standard operating procedures
• Identify patterns from tickets to drive product, process, and policy improvements
• Uplevel the team through training materials, help center content, and onboarding
• Partner with legal, product, and leadership to respond to sensitive incidents and run post-mortems

Requirements

• 7+ years leading Trust & Safety, Risk Operations, or Integrity Operations at a consumer tech platform
• Significant experience responding to escalated customer requests using tools like Zendesk
• Proven track record of building policies, managing work queues, and partnering with vendors
• Experience triaging novel incident types and documenting new protocols
• Ability to communicate sensitive incidents to leadership with clarity and calm
• High level of empathy, precision, and comfort with emotionally heavy subject matter
• Ability to work independently in a fast-moving environment

Preferred Qualifications

• Background in child safety as a social worker, teacher, or law enforcement member
• Experience owning government partnerships or engaging with regulators
• Familiarity with COPPA and privacy frameworks for kids' platforms
• Experience with no-code tools like Zapier, OneTrust, or Airtable