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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading Trust & Safety operations, focusing on capacity planning, quality assurance, and team development. Proficient in managing cross-functional collaboration and compliance with EU/UK online-safety regulations.
Highest-signal resume keywords
Trust & Safety Operations LeadershipCapacity PlanningOperational ImprovementsTeam DevelopmentCompliance with EU/UK Online-Safety Rules
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Content ModerationService-Level Goals ManagementQuality AssuranceOperational ScalingAI-Assisted Moderation
Soft Skills
CoachingTeam Wellbeing SupportCross-Functional CollaborationIncident Management
Industry Keywords
Trust & SafetyCustomer Support OperationsOutsourcing ManagementEU/UK Online-Safety RulesVendor Management
About the role
Key responsibilities & impact- Run European-hours Trust & Safety operations to queue, review-rate, and service-level targets
- Plan monthly capacity across in-house teams, outsourcing partners, and automation
- Track targets, coach the team, and investigate root causes of efficiency or quality misses
- Lead rollout of playbooks, training, and workflow changes in Porto
- Manage handoffs, escalations, incidents, and open work between Europe and the US
- Support team wellbeing through rotations, breaks, and high-exposure-work support
- Chair the Porto Leadership Council and represent the site to US leadership
- Develop the direct report and emerging site leaders
- Partner with global Trust & Safety leaders on policy, quality, tooling, and vendor management
- Represent Compliance, Fraud, Support Experience, and Trust & Safety in site-wide decisions
Requirements
What you’ll need- 8+ years leading content moderation, Trust & Safety or customer support operations
- Experience owning throughput, quality, and service-level goals for an operations team
- Experience building capacity plans and delivering measurable operational improvements
- Experience scaling operations with outsourcing partners or automation
- Experience leading alongside teams not directly managed
- Fluent in English
- Based in Porto or ready to relocate
- Portuguese is a strong plus
- Trust & Safety experience, especially with EU/UK online-safety rules, is nice to have
- Experience leading a site or office in Portugal or elsewhere in Europe is nice to have
- Experience with AI-assisted moderation or quality programs is nice to have
Benefits
Comp & perks- Equity compensation
- Healthcare
- Vacation leave
- Company holidays
- Recharge days
- Lifestyle stipends
- Learning and development stipends
- Patronage
- Parental leave
- Sick leave
- Pension with an employer contribution
- Hybrid work model
- Relocation support