Trust & Safety Operations Lead

Fora•New York, NY

13d•$130,000 - $160,000•Onsite

About The Position

Fora is a community of independent travel advisors, and trust is the foundation of that community. This role is the first human point of contact for advisors, clients, and partners when a situation requires attention. It's a unique operational role that combines advisor communication, operational execution, and multi-party dispute resolution. Responsibilities range from communicating policy in line with Community Guidelines to investigating chargebacks. The ideal candidate will be adept at leading high-scale communication with empathy and precision, and possess the operational skills to build efficiency and reporting. This role requires someone energized by complex cases and ready to own the systems that handle them. A key consideration is that advisors are independent business owners, making these interactions significant. Success in this role contributes to a strong community and durable partnerships. Candidates who thrive here are calm in tense situations, understand de-escalation as a strategy, and prioritize the delivery of messages. They also have a strong inclination for process improvement, identifying patterns in recurring problems and implementing systemic solutions.

Requirements

5+ years in customer-facing operations — support, account management, or customer success — including 3+ years in Trust & Safety or a directly adjacent enforcement function (content moderation, integrity, risk, fraud, or compliance operations) where you personally made and delivered policy decisions.
Experience at a 1099 marketplace, gig economy, or independent contractor platform strongly preferred
Track record of owning a process, a queue, or a team rather than only working one — you make calls within a framework, document your reasoning, and escalate strategically rather than waiting for direction
Experience owning a verification, compliance, or review process end-to-end, including setting the standards distributed or contract reviewers work to and holding decision quality consistent across them
Proven ability to de-escalate complex, multi-party disputes and deliver enforcement decisions with empathy, precision, and professionalism across a wide range of scenarios
Strong written communication skills; able to draft nuanced, human-first enforcement communications across sensitive situations including suspensions, policy violations, and offboardings.
Comfortable working across a multi-system tech stack, not just a single ticketing tool — including AI agent layers, internal admin tools, BI/data-warehouse platforms, identity verification systems, workflow automation, and issue tracking — and quick to pick up tools you haven't used before.
Demonstrated ability to build, not just operate — monitors, alerts, automated routing, or dashboards you created yourself, or a track record of scoping the right tool and partnering with its owners to ship it, with a clear focus on process improvement
Based in NYC or willing to relocate; must be authorized to work in the US

Responsibilities

Own end-to-end case management for advisor, client, and partner reports — intake, investigation, enforcement decision, communication, and resolution — including chargeback and fraud investigations and the complex, multi-party disputes where accounts conflict and evidence is incomplete
Hold a high-scale queue to defined SLA windows with audit-ready documentation, and escalate high-severity cases with a complete summary and recommended action
Manage and optimize the identity verification (KYC) process end-to-end — owning the playbooks and decision thresholds and managing our distributed team of contract reviewers: define escalation criteria, set reviewer briefing standards, and hold decision quality and consistency across the team
Serve as our primary enforcement communicator, and own the response template library behind it. Be the human decision layer over the team's AI-assisted case tooling: review automated assessments and draft communications, override or escalate when the model misreads context, and translate recurring correction patterns into playbook, threshold, and template improvements
Continuously operationalize the work — treating every repetitive manual task as a problem to be designed out rather than absorbed, and proposing or building the rules, alerts, dashboards, and automations that surface issues earlier. Where the build sits with another team, scope it clearly and work with them to sequence it against competing priorities
Define, track and report on core T&S operational metrics — case volume, SLA adherence, resolution time, and enforcement action distribution — and deliver weekly and bi-weekly reporting to cross-functional leadership