Trust & Safety Support Lead

Fora
New York
Workplace: OnsiteFull timeUSD 90,000 - 110,000Function: Administration & Executive AssistanceExperience: 3+ yearsSkills: ["De-escalation","Empathy","Analytical thinking","Ownership","Written communication"]

Own end-to-end trust & safety enforcement for advisors, clients, and partners, handling intake, investigations, decisions, communications, resolutions, and appeals. De-escalate complex disputes using evidence synthesis and a structured decision framework, escalate high-severity cases appropriately, and maintain consistent SLA-backed documentation. Track operational metrics, QA enforcement decisions, feed learnings into policy updates, and continuously improve trust & safety communication templates.

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FursaFursa
Fora
Fora
5 days ago

Trust & Safety Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own end-to-end trust & safety enforcement for advisors, clients, and partners, handling intake, investigations, decisions, communications, resolutions, and appeals. De-escalate complex disputes using evidence synthesis and a structured decision framework, escalate high-severity cases appropriately, and maintain consistent SLA-backed documentation. Track operational metrics, QA enforcement decisions, feed learnings into policy updates, and continuously improve trust & safety communication templates.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Own end-to-end case management for advisor, client, and partner integrity issues from intake and investigation through enforcement decisions, communication, and resolution.
  • •Serve as the primary enforcement communicator delivering policy decisions across severity levels with clarity, empathy, and professionalism.
  • •De-escalate complex multi-party disputes by synthesizing evidence, applying a three-lens decision framework, and documenting reasoning at each step.
  • •Own the advisor appeals process: receive, review, and adjudicate appeals within defined SLA windows and track overturn data.
  • •Define and track core T&S operational metrics (case volume, SLA adherence, resolution time, appeal overturn rate), deliver reporting, and propose policy updates based on edge cases and abuse patterns.

Pay and Benefits

Salary: USD 90,000 - 110,000
Equity and Bonus:Equity
Perks:Health Insurance401k

Key Requirements

  • •3+ years in community operations, compliance, account management, or high-volume case management at a marketplace or high-growth tech company (prior trust & safety experience a plus).
  • •Proven ability to de-escalate complex, multi-party disputes and deliver enforcement decisions with empathy and professionalism.
  • •Experience managing high-volume case queues with rigorous documentation, consistent decision-making, and SLA adherence.
  • •Strong written communication skills to draft nuanced, human-first enforcement communications for sensitive scenarios.
  • •Experience with case/support platforms (Intercom, Zendesk, or equivalent) and AI tools used as a core part of daily work.
Experience:3+ yearsMarketplaceHigh-growth tech1099 marketplaceGig economyIndependent contractor platformTravelHospitality
Skills:De-escalationEmpathyAnalytical thinkingOwnershipWritten communication
Tech Stack:IntercomZendeskAI toolsCase managementOperational tracking tools

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Fora
Fora is a travel technology company offering corporate travel management solutions and tools to streamline business travel booking, expense control, and traveler support for organizations.
Industry: TravelTech
Website