Trust & Safety Operations Lead

About The Role

Fora is a community of independent travel advisors — and trust is the foundation that community runs on. When a situation needs attention, this role is the first human voice our advisors, clients, and partners hear. It has to be the right one.

This isn't a typical operational role. It sits at the forefront of three unique pillars: advisor communication, the operation behind it, and multi-party disputes. On any given day the work can run from tracking and communicating straightforward policy in line with our Community Guidelines to investigating chargebacks. Every day looks a little different.

It takes someone who can lead high-scale communication with empathy and precision, and who is operationally savvy enough to build the efficiency and reporting underneath it — energized by the case that doesn't have an obvious answer, and then ready to own the system that handles the next hundred.

One thing shapes every decision here: our advisors are independent business owners. Advisors are building real businesses on top of Fora, so these conversations carry weight — and landing them well is some of the most satisfying work here. Done well, this work keeps the community strong and the partnerships behind it durable.

The people who thrive in this seat have already been the calm voice in a tense moment. They know de-escalation isn't softness, it's strategy, and that how you deliver a message matters as much as the message itself.

They're also constitutionally unable to leave a manual process alone. The instinct to find the pattern behind a recurring problem and solve it once instead of fifty times will get real room to run here.

Key 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

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

Compensation

Compensation for this role varies based on experience, with an indicative range of $130K–$160K + equity. Final compensation will depend on the level at which the candidate is hired, as we’re considering multiple levels for this role.

• Unlimited vacation
• Health Insurance (including an option completely covered by Fora HQ)
• Dental & Vision Insurance
• Wellhub Memberships
• 401k plan with company match
• Commuter Benefits
• Supplemental Life Insurance
• Stock Options

This role is based in our beautiful New York City office (Tribeca/Fidi) with lots of natural light and great views.