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Salary: USD 102,000 - 150,000 / annual
ClassDojo is hiring a Trust & Safety Lead to oversee the company's response to sensitive community issues from parents, teachers, tutors, school leaders, children, and government bodies. With ClassDojo's platform reaching over 45 million children across 180 countries and used in 95% of US schools, this role is critical to protecting the safety and trust of millions of families.
You will lead a small team of Trust & Safety specialists who handle escalated support tickets with accuracy and speed. Your responsibilities include evolving ClassDojo's Trust & Safety framework in partnership with product and engineering, developing policies and playbooks that guide responses to complex situations, and identifying patterns from tickets to drive product and process improvements.
Key responsibilities:
- Lead the Trust & Safety program and manage a team of specialists responding to escalated support tickets across all ClassDojo products
- Build and refine the Trust & Safety framework, policies, playbooks, and standard operating procedures
- Analyze ticket patterns to identify systemic improvements in product, process, and policy
- Train and develop the team through better onboarding, help center content, and training materials
- Partner with legal, product, and leadership to respond to sensitive incidents and conduct post-mortems that lead to shipped improvements
Required qualifications:
- 7+ years leading Trust & Safety, Risk Operations, Integrity Operations, or related functions at a consumer technology platform
- Significant experience responding to escalated customer requests in fast-growing environments using tools like Zendesk
- Proven track record leading a Trust & Safety function at a consumer tech platform, including policy development, queue management, and vendor partnerships
- Experience triaging novel incident types, documenting protocols, and training others
- Ability to communicate sensitively about incidents to legal, product, and leadership
- Strong writing and speaking skills with empathy, precision, and warmth; comfort with emotionally heavy subject matter
- Self-directed work style with strong follow-through in fast-moving, high-expectation environments
Preferred qualifications:
- Background in child safety work as a social worker, teacher, or law enforcement
- Experience with government partnerships or regulatory engagement
- Familiarity with COPPA and privacy frameworks for children's platforms
- Experience with no-code tools like Zapier, OneTrust, or Airtable
