Trust & Safety Lead

  • Product
  • Full- time
  • San Francisco, CA or Victoria, British Columbia, Canada
Apply now

Change.org is the world's largest technology platform for social change. Our goal is to empower people everywhere to start campaigns around the issues they care about, mobilize others, and work with decision makers to drive solutions.

We’re also an innovative business – a "social enterprise” and a certified B Corporation, with a business model designed to support positive social impact.
Over 160 million people have started and signed petitions, and our users win nearly one victory per hour, including strengthening hate crime legislation in South Africa; fighting corruption in Indonesia, Italy, and Brazil; ending the ban on gay Boy Scouts in the United States, and big wins for women’s rights in India. And we’re just getting started. Here’s a small snapshot of some of the victories our users have had: https://youtu.be/h4O81mgK85E

We love serving our incredible users, and we love our staff too. We show it with very competitive salaries, five weeks of vacation, robust maternity and parental leave, an amazing culture, and a high impact, low-ego team that can’t wait to learn from you and teach you what they know.

About the role:
We're an open platform because we believe more change happens when people with different backgrounds and perspectives can participate in the conversation. The Trust and Safety Lead will be on the front lines of safety and policy issues raised by the millions of people who use the Change.org platform. This individual will work closely with our User Success, Policy and Legal teams to ensure our users feel safe and empowered to create the change they want to see.


Here’s what you’ll do as part of our team:

  • Review, make decisions, and act upon content flagged as abuse by our users
  • Contribute to the development of company and platform policies, working closely with the Director of Policy
  • Lead the implementation of our community policies with our users, developing systems that scale with our growth
  • Communicate content decisions in a way that is empathetic to our users’ needs and fosters deeper understanding of our platform
  • Track and exceed measurements of efficiency and customer satisfaction in issue resolution
  • Work with product & development teams to ensure trust, safety & privacy is built-in by design
  • Act as a global escalation point for our teams around the world, and help build understanding of our policies while resolving a wide variety of abuse complaints
  • Support the Head of User Success and Support in developing systems and tools for managing abuse and other user inquiries

And here are the skills & experience we hope you have:

  • 5+ years experience in a customer-facing role, with some direct experience managing user-generated content.  
  • Strong writing skills, both to capture technical concepts clearly (instructions or guidelines) and to communicate them publicly in a way that inspires public confidence in Change.org
  • Experience developing company policies or company processes to make others more efficient or effective
  • Strong research skills and the ability to turn findings into practical action plans
  • Experience implementing content and legal policies
  • A passion for problem-solving: you enjoy breaking complex problems into component parts and offering solutions that improve and scale your teammates’ work
  • Project management skills and experience driving cross-team collaboration
  • Proven track record of professional and empathetic communication with customers
  • Deep working knowledge of Salesforce, Zendesk (and/or other leading CS platforms)
  • Ability to work in stressful situations with a sense of urgency and calm
  • Comfort working with a certain amount of ambiguity and enjoy a fast-paced environment with frequently-changing information
  • Empathy and patience, to ensure people feel heard while effectively solving problems

Nice to Haves:

  • Fluency in another language, or familiarity with one or more non-American cultures
  • Experience working with content from outside the US
  • Experience in the field of internet governance, human rights, online safety or privacy
  • Experience working with product development teams

Interested? Great! Here’s what you need to know:
The job is full-time, based in San Francisco or Victoria Canada.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical disability, or length of time spent unemployed.

We are working for a world where no one is powerless, and where creating change is a part of everyday life. We're just getting started, and we hope you'll join us.


Change.org Careers

Outsized impact

Change.org is the fastest growing social change organization in the world, empowering more than 50 million people to create change in their communities.

Amazing people

We are building a world-class team of technologists and creatives along with the most accomplished team of social movement creators in the world.

Extraordinary benefits

5 weeks vacation

Free language training

Personal growth