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Manager, Trust & Safety - Escalations

Instawork· Operations
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Hybrid (San Francisco)$105k - $115kFull-timePosted 11mo ago

About the role

Trust & Safety Manager leading a team focused on high-risk investigations, escalations, and safety policy enforcement for the Instawork platform. Hybrid role based in San Francisco with on-call coverage including weekends/holidays.

Responsibilities

  • Lead and mentor the Trust & Safety Escalations team, providing guidance on complex investigations and high-severity incidents.
  • Oversee investigation and response to escalations, ensuring thorough, evidence-based investigations and timely resolutions.
  • Develop and implement strategies to enhance operational workflows and enforcement of Community Guidelines and terms of service.
  • Collaborate with cross-functional teams (Legal, Product, Engineering, Account Management) to manage safety risks and improve platform policies.
  • Act as a point of contact for executive leadership on critical safety issues and escalations.
  • Analyze data trends to identify emerging risks and develop proactive mitigation strategies.
  • Build and maintain relationships with external stakeholders, including law enforcement and industry partners.
  • Drive continuous improvement by identifying training needs and operational gaps within the team.
  • Ensure 24/7 operational coverage, including weekend and holiday on-call rotations.

Qualifications

  • Bachelor’s degree or equivalent practical experience.
  • 4+ years of experience in Trust & Safety, risk management, human resources, compliance or related fields, preferably in a two-sided marketplace.
  • 2+ years of people management experience, with a proven track record of leading high-performing teams.
  • Experience working with Legal teams.
  • Strong executive presence and experience briefing senior leadership and C-level stakeholders.
  • Demonstrated expertise in managing high-severity escalations and sensitive investigations.
  • Proven ability to develop and implement scalable operational processes.
  • Exceptional communication and interpersonal skills, with experience engaging external partners such as law enforcement agencies.
  • Strong analytical and problem-solving skills; experience leveraging data to inform decisions.
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
  • Flexibility to work non-traditional hours, including weekends and holidays.

Skills

Required:Leadership and people managementInvestigation managementPolicy enforcementCross-functional collaboration

Benefits

  • A variety of medical, dental, and vision plans with coverage beginning on the date of hire
  • Flexible paid time off
  • At least 8 paid company holidays annually
  • Home office stipend
  • Phone stipend
  • Commuter stipend
  • Supplemental pay on qualified leaves
  • Employee health savings accounts (HSA) contribution
  • Flexible spending plans
  • 401K plan
  • Perkspot - discount program through Lumity
Last updated Sep 30, 2026. Interested? Apply on the company site.
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About Instawork

A flexible work app that connects businesses with hourly workers.

Instawork is the on-demand staffing app for hourly workers and hospitality businesses. Our vision is to create economic opportunity for local businesses and professionals, globally. Workers need a better way to find great local jobs and businesses need a better way to find quality workers fast.

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