Tea | $180,000 - $190,000
Steph's Notes:
So there's no Careers page on Tea's website – just a markety About page. That's not a great sign.
This means, of course, that I have to rate this job from LinkedIn. Which sucks for me, because, you know, more LinkedIn.
LinkedIn also tells me it was reposted 3 days ago, which is...also not a great sign.
We’re seeking a seasoned Director of Global Operations, Safety and Support to lead the global strategy and day-to-day execution of our platform’s integrity, driving operational excellence while owning the management of a massive, multi-regional workforce that serves as the frontline for millions of users. While this role oversees the broader user experience, its primary mission is to serve as the global lead for platform integrity, scaled abuse prevention, and safety enforcement.
Woof, this just seems like...a lot. I personally think Tea would be better served by separating this into two roles – one for Global Support, and one for Trust & Safety. I'm worried whoever ends up in the role wouldn't be able to do either well if they have to do both.
You’ll manage a team of internal moderators, training and QA specialists, and large scale external BPO partners. This is a high impact leadership role that sits at the intersection of policy enforcement, incident response, and user support. You’ll be responsible for ensuring our community of women remains safe, and has the freedom to share openly about their dating experiences.
Yeah, I don't know guys. Any role where you have to ensure the safety of women on the internet is going to be tough, but one where you have to ensure the safety of women who are sharing information about dudes so they don't date psychopaths? That's a really, really tough job.
I think maybe you want someone focusing just on that.
Lead a multi-layered organization, taking full ownership of everything from user safety, policy enforcement, and traditional customer support functions
Woof. I know I'm just repeating that over and over, but...woof. But also, this role would report to the VP, Trust & Safety? What the helly is the VP doing?
Act as the ultimate escalation point for safety incidents, providing the executive team with root cause analysis and clear paths forward Partner with technical teams to build the next generation of our anti-abuse tools, while ensuring our support tech stack is actually helping agents solve problems faster
I'm not saying there's no one out there in CX that has this experience, but I am saying that asking any one person to take this on is a bad idea. They're gonna burn out quick, or balls are gonna get dropped. You can maybe afford that in Support, but you absolutely cannot afford that in Trust & Safety.
Move our support organization beyond just “answering tickets”, putting in place programs that turn frontline feedback into actionable insights for the rest of the company
Manage a full lifecycle of BPO relationships; everything from initial RFP and onboarding to daily performance management and long term scaling fall in scope for your role
Navigate fast acting legislation and regulation, ensuring enforcement and data handling are always above board
This is too much. This is just way too much. (ALSO WHAT IS THE VP DOING?)
Systematize our operations by drafting clear playbooks, updating moderation and support macros, and building a more resilient framework for enforcement
Playbooks I can see. But support macros? Why is the Director of Global Operations writing support macros?
Who You Are You aren’t looking for a steady state, you’re looking for a challenge.
Woof.
You’ve spent the last 5 years in the trenches of Trust & Safety or Platform Abuse operations with 5+ years managing people.
Five years? That's all you want???? For the Director of Global Operations, Safety and Support of a very controversial dating and personal info swapping site???????? Is that what seasoned means to you????????????????
I mean, maybe they mean 5 years in T&S specifically, plus at least 5 years of management experience, meaning 10 years? But if so, they really should be clearer about that! That's a big difference!
We need a true builder. We need someone who can look at a blank page and see a global operations strategy.
I know, there's someone out there who loves this kind of thing. But I can't help but read that as, "we have no idea what it takes to actually run Support or Trust & Safety in this space, and therefore we have unrealistic expectations for this role and have no idea how to meaningfully support it."
ALSO WHAT IS THE VP DOOOOOING
If you’ve scaled BPO relationships from zero, worked cross functionally to ship safety tools, and have a passion for women’s safety, we want you to help us build this.
That is a troublingly underwhelming list of requirements, and I have concerns.
The pay range is just $180k-190k (for a remote preference in the Bay area!), which – why isn't the pay way more than that, considering the scope and responsibilities of the role?
I don't know, y'all, I really don't. This feels like one of those (depressingly frequent) instances in Tech of founders thinking that having the engineering skills to build an app means that they're experts in the thing that app does, which is a problem for all of us not just when that thing actually, no-shit impacts people's lives but also because the founders are very rarely the ones experiencing the consequences.
But maybe I'm just a crazy woman on the internet.
Original Job Description: Global Operations Director, Safety and Support
Location: Remote with preference for Bay Area
Reports to: VP, Head of Trust & Safety
About The Role
We’re seeking a seasoned Director of Global Operations, Safety and Support to lead the global strategy and day-to-day execution of our platform’s integrity, driving operational excellence while owning the management of a massive, multi-regional workforce that serves as the frontline for millions of users. While this role oversees the broader user experience, its primary mission is to serve as the global lead for platform integrity, scaled abuse prevention, and safety enforcement.
You’ll manage a team of internal moderators, training and QA specialists, and large scale external BPO partners. This is a high impact leadership role that sits at the intersection of policy enforcement, incident response, and user support. You’ll be responsible for ensuring our community of women remains safe, and has the freedom to share openly about their dating experiences.
Key Responsibilities
- Lead a multi-layered organization, taking full ownership of everything from user safety, policy enforcement, and traditional customer support functions
- Act as the ultimate escalation point for safety incidents, providing the executive team with root cause analysis and clear paths forward
- Partner with technical teams to build the next generation of our anti-abuse tools, while ensuring our support tech stack is actually helping agents solve problems faster
- Move our support organization beyond just “answering tickets”, putting in place programs that turn frontline feedback into actionable insights for the rest of the company
- Manage a full lifecycle of BPO relationships; everything from initial RFP and onboarding to daily performance management and long term scaling fall in scope for your role
- Navigate fast acting legislation and regulation, ensuring enforcement and data handling are always above board
- Systematize our operations by drafting clear playbooks, updating moderation and support macros, and building a more resilient framework for enforcement
- Keep a pulse on emerging risks in the industry, from new types of cybercrime to evolving trends in platform abuse
Who You Are
You aren’t looking for a steady state, you’re looking for a challenge. You’ve spent the last 5 years in the trenches of Trust & Safety or Platform Abuse operations with 5+ years managing people. You have a track record of building teams and systems in high growth, high pressure environments where things change every week.
We need a true builder. We need someone who can look at a blank page and see a global operations strategy. You should have a deep understanding of how abuse happens at scale, and the operational grit to lead a world class safety and support organization. If you’ve scaled BPO relationships from zero, worked cross functionally to ship safety tools, and have a passion for women’s safety, we want you to help us build this.
