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Head of Safety and Support

Muzz
Remote

Apply Now

Job details

Part-time | Full-time | Fixed term contract
£65,000 - £90,000 a year

Qualifications

AI
Leadership

Full job description

Remote within UK

£65,000 - £90,000

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

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

Why join Muzz?

We’re a profitable Consumer Tech startup, backed by Y Combinator (S17) and based in London . Join our fast growing team and work on an amazing product that’s changing the world.

A great product

We’re the leading app in this space with over 12 million members worldwide and counting!

Level up quickly

Work with talented, generous people on the kinds of challenges you’ll be proud to share.

A diverse team

We have people from all walks of life all adding their unique perspective. Muslims and non-Muslims, cat lovers and dog lovers. Everyone is welcome!

Meaningful equity

We’re all working together to succeed and everyone on the team gets a slice of the pie.

A day off per month to learn

We value curiosity, that's why the last Friday of every month is set aside for you to learn and develop.

International travel

We fly the whole team to somewhere amazing twice a year to connect and have fun.

Regular socials

Mini golf, hikes, super competitive Catan nights - we’ve done it all. Maybe you’ll be at the next social?

Generous Holiday / PTO

All full-time members get at least 33 days of holiday, regardless of where they live.

Our hiring process

We pride ourselves on making fast hiring decisions.

Step 1.

Submit your CV.

Step 2.

An initial video call.

Step 3.

Complete a technical exercise.

Step 4.

Interview (in person or remote)

Step 5.

Receive an offer!

Apply Now

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