Head of Safety and Support

Muzz is on a mission to have the best customer experience of any marriage app. Lead our fast-growing Safety and Support teams, ensuring that Muzz remains a trusted and safe space for genuine connections, with clear safety policies and best-in-class moderation practices.  

This is an exciting opportunity to lead our globally operating Safety and Support teams and contribute to our overall aim of delivering exceptional customer service. You’ll be responsible for ensuring Muzz remains a trusted space for facilitating real connections, balancing user safety, privacy, and experience with scalable operational processes.

We are going through a transformative time as we scale and invest in our Community function amid growth and transition. This is both a strategic and hands-on role, ideal for a senior leader with proven experience in online safety, risk management, or policy at a consumer tech, dating or social platform. 

This is a fixed-term contract (Maternity Cover) – 12 months

You must be located in the UK for this role

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What we're looking for

• 3+ years of leadership experience in the Trust & Safety/Support space

• 5+ years of online moderation experience, managing risk and policy

• Strong understanding of online safety risks, including harassment, fraud, misinformation, and cultural sensitivities

• Experience building or evolving safety policies and moderation frameworks

• Data-driven, empathetic, and able to balance user protection with business needs

• Comfortable leading during transition periods and working cross-functionally in a fast-paced environment

• Skilled with AI, automations, conversation design, and support workflow optimisation

• You’re hands-on when needed – happy to jump into the queue and support members directly

• Clear and confident communicator, experienced in leading cross-functional teams and driving alignment across diverse stakeholders
  
  Day to day

  • Lead the Safety and Support functions, overseeing policy, moderation, operations, and user protection initiatives

  • Champion a safety-first and member-centric culture within Muzz, ensuring it’s embedded across the product and our teams

  • Handle team scheduling to maintain consistent, high-quality coverage across all time zones

  • Review and update safety and content policies to reflect evolving risks, user feedback, and regulatory requirements

  • Ensure the Safety and Support teams are trained, supported, and equipped to manage sensitive or high-risk content

  • Understand and overcome online safety challenges, including but not limited to harassment, fraud, content moderation, and community integrity

  • Ensure consistent, fair enforcement of policies across all user touchpoints.

  • Oversee user reporting workflows, moderation processes, and incident response.

  • Set, monitor, and benchmark KPIs for quality, response speed, and customer satisfaction

  • Develop scalable processes and workforce management practices to increase efficiency and reduce cost

  • Lead, mentor, and manage the teams, including part-time staff, ensuring strong performance and professional growth

  • Ensure the setup effectively meets the needs of our global member base, considering language, region, and time zone requirements

  • Work with the leadership team on our AI and automation strategy to improve speed, accuracy, and cost-effectiveness

  • Manage the function’s budget and provide regular performance insights to senior stakeholders

  • Maintain clear and up-to-date documentation of systems, policies, processes, and tools