Trust and Safety Manager

Join 5CA as a Trust and Safety Manager

As a key strategic hire, the Trust and Safety Manager will spearhead the development of 5CA’s Trust and Safety services within the gaming industry. This role will be instrumental in building the foundational processes, selecting and deploying relevant tools, and developing a team to monitor and enforce platform policies for gaming clients. The T&S Manager will bring deep experience from similar roles, combining operational leadership with a strong understanding of industry best practices, policy enforcement strategies, and trust-related technologies. This person will work cross-functionally with clients, internal stakeholders, and support teams to ensure safe, inclusive, and compliant online environments.

Shift: 08.00 - 17.00 local time with Saturdays and Sundays off.

Responsibilities

• Lead the design and implementation of the Trust and Safety operations framework for new and existing gaming clients.
• Identify and implement tools and technologies critical to content moderation, fraud prevention, behavioral analysis, and community integrity.
• Establish and maintain Trust and Safety policies in alignment with industry standards and client requirements.
• Hire, mentor, and scale a high-performing global T&S team, including moderators, policy specialists, and analysts.
• Collaborate with client partners to align safety protocols and customize T&S strategies per platform.
• Monitor and report on performance KPIs, community health metrics, and incident trends.
• Drive continuous improvement initiatives in enforcement workflows and safety outcomes.
• Stay updated on industry regulations and emerging threats to proactively adapt policies and technologies.
• Act as escalation point for high-risk or sensitive moderation cases and ensure timely resolution.
• Advocate for user safety and integrity both internally and with external partners.

About You

• Bachelor's degree
• Minimum of 5 years in a Trust and Safety leadership role within tech, gaming, or social platforms.
• Proven track record in building or scaling T&S operations from scratch, preferably in a BPO
• Familiarity with global data protection laws (e.g., GDPR), online safety regulations, and platform accountability policies.
• Fluent in English (written and verbal); multilingual skills are a plus.
• Deep understanding of Trust and Safety principles, including content moderation, fraud prevention, user behavior analysis, and regulatory compliance.
• Strong experience with industry-standard tools (e.g., Hive, Spectrum Labs, Two Hat, Sift, etc.) and the ability to evaluate new solutions.
• Exceptional analytical and data interpretation skills with the ability to translate insights into policy improvements.
• Effective communicator with excellent verbal and written skills; able to navigate complex and sensitive topics.
• Experience building scalable global teams and operations in a BPO or client-facing services model.
• Proficient in managing remote and multicultural teams.
• Strategic thinker with a problem-solving mindset and resilience in high-pressure environments.

Technical Requirements

• A minimum internet speed of 10 Mb/s download and 10 Mb/s upload internationally.
• A minimum of 8 GB RAM
• A 64-bit version of Windows 11, or macOS 13 or newer
• An Intel Core i5-8260U or better/similar.
• A smartphone usable for two-factor authentication that runs at least:
  • Android 8.0 or newer
  • Apple iOS 15.0 or newer

We Offer

• The flexibility to work 100% remotely with no wasted commute time and travel costs
• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients
• A diverse and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness
• Innovative digital tools, and continuous opportunities for learning and development
• Fun employee engagement activities and participation in 5CA employee-led communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few