[Hiring] Trust & Safety Manager @Pareto.AI

Role Description

The Trust & Safety Manager owns Pareto's expert integrity function end-to-end. You'll be responsible for defining the standards, building the systems, and leading the team that ensures our expert platform remains fair, safe, and trustworthy—for experts, for customers, and for Pareto.

This is not a reactive moderation role. You're building a proactive integrity engine:

• Designing risk frameworks
• Embedding Trust & Safety into the expert lifecycle
• Partnering with Product and AI to turn complex judgment into scalable systems

You'll operate as a cross-functional leader who sits at the intersection of policy, operations, and technology. The best person in this role thinks rigorously about risk, designs processes with the precision of an engineer, and leads their team with the judgment and fairness of a good judge.

Qualifications

• 6+ years in Trust & Safety, integrity, risk, fraud, or investigations—ideally at a marketplace, platform, or data company
• Demonstrated experience owning or leading an integrity/T&S function, not just contributing to one
• Track record of designing structured, auditable enforcement systems: intake workflows, escalation logic, severity frameworks, sanctions ladders
• Strong SQL skills: able to independently query data, build dashboards, and investigate anomalies without waiting on a data team
• Strong analytical mindset: comfortable defining metrics, tracking case trends, and using data to improve policy and process
• Experience partnering with Product and Engineering to translate judgment-based work into scalable tooling or automation
• Ability to write clear, defensible decision rationale—and to coach others to do the same
• Calm, precise operator in high-stakes, ambiguous situations with competing pressures
• Demonstrated ability to lead small teams with high standards for quality and consistency

Requirements

• Experience at a two-sided marketplace or gig economy platform (Uber, Upwork, Fiverr, Scale AI, etc.)
• Exposure to Know Your Customer (KYC), identity verification, fraud tooling, or compliance frameworks
• Experience building AI-assisted moderation, risk scoring, or case triage workflows
• Background in audit, compliance, legal operations, or quality assurance
• Familiarity with distributed workforce or expert marketplace dynamics
• Comfortable using AI tools (e.g. Claude, Cursor, ChatGPT) to independently prototype dashboards, scripts, or workflow automations—without needing an engineer to do it for you

Key Responsibilities

• Own the T&S Charter and Enforcement Framework
  • Define and maintain Pareto's expert Code of Conduct, T&S policies, risk severity tiers, sanctions ladder, and appeals process
  • Ensure enforcement is consistent, auditable, and aligned with Pareto's expert lifecycle and quality bar
  • Evolve the charter as Pareto's platform, customer commitments, and risk profile change
• Build and Run the Investigations Engine
  • Design and own structured workflows for risk screening (pre-activation) and post-activation investigations
  • Set evidence standards, documentation requirements, SLAs, and escalation paths
  • Maintain decision logs and precedent tracking to prevent inconsistent enforcement
  • Review and approve high-severity or precedent-setting cases
• Lead and Develop the T&S Team
  • Manage a team of Risk Screening Specialists and Investigation Specialists
  • Set clear performance expectations and coach on judgment, rigor, and fairness
  • Build a team culture that balances firm enforcement with genuine due process
• Embed T&S into the Expert Lifecycle
  • Work with Expert Growth to define T&S gates at onboarding, activation, and the Golden Pool
  • Partner with Data Delivery and Quality Ops to identify gaming, abuse, or performance anomalies that warrant T&S review
  • Ensure T&S decisions cleanly update expert lifecycle states: active, suspended, reactivation-eligible, offboarded
  • Collaborate with Community to turn recurring T&S issues into guidelines, training, and preventive education
• Lead T&S's Relationship with Product and Engineering
  • Act as the domain owner for all T&S-related product, ML, and engineering decisions
  • Proactively identify workflows that are high-volume, repetitive, or judgment-heavy—and translate them into clear product or ML problem statements
  • Define requirements, risk thresholds, guardrails, and escalation logic for automated tools
  • Provide labeled examples, edge cases, and evaluation frameworks to support model development
  • Pilot, validate, and monitor automations (risk scoring, document checks, anomaly detection, case triage)
  • Ensure all T&S tooling supports human judgment, preserves due process, and minimizes expert harm

Why This Role Matters

Pareto's value to customers and experts depends on the integrity of our platform. Customers trust us to deliver work from vetted, high-quality experts. Experts trust us to treat them fairly. When either side of that trust breaks down, the business suffers.

Trust & Safety is how we protect both. Done well, it's a competitive advantage: a platform experts want to stay on, and one customers trust to police itself. Done poorly, it creates inconsistency, expert resentment, and customer churn.

As Head of Trust & Safety, you're building the integrity infrastructure that enables Pareto to scale without sacrificing fairness or quality. This requires someone who can design systems with precision, lead a team with high standards, and influence a broader organisation that needs T&S embedded into its daily operations—not bolted on after the fact.

What We Value

We hire people who take pride in their work, can take something and run with it end-to-end, ask good questions proactively, and have a good attitude. We're building a team of A-players, not protecting mediocre performers. We establish clear standards and hold everyone accountable to them.