Trust & Safety Manager

Role summary

The Trust & Safety Manager will lead the operational function responsible for protecting customers, providers, merchants, and the TeamZoro platform from abuse, misconduct, policy breaches, and operational risk. This role owns trust and safety workflows, escalation discipline, incident coordination, and continuous improvement of controls across sensitive cases.

This is a management role for a disciplined operator with strong judgment and a high bar for documentation quality. The role requires calm decision-making, structured incident handling, and the ability to work across operations, product, legal, and leadership teams on issues that carry customer, brand, or compliance impact.

Responsibilities

• Lead trust and safety operations, including case review, policy enforcement, incident triage, and high-risk escalation handling.
• Manage trust and safety staff or related operational workflows against quality, timeliness, and control standards.
• Develop and maintain SOPs for fraud review, misuse handling, incident documentation, and protective action workflows.
• Coordinate with legal, support, onboarding, and product teams on matters that require cross-functional response.
• Monitor trends in abuse, fraud, impersonation, safety signals, and repeat incident patterns using structured reporting.
• Support investigations, evidence handling, and recommendation processes for sensitive operational cases.
• Identify gaps in controls and propose workflow, tooling, or policy improvements that strengthen platform protection.
• Maintain disciplined case records and escalation notes suitable for internal review and auditability.

Required qualifications

• Bachelor's degree in law, criminology, business, operations, public policy, or a related discipline.
• 5+ years of experience in trust and safety, risk operations, fraud review, compliance operations, or incident management.
• 2+ years of people management or case-operations leadership experience.
• Strong judgment and experience handling sensitive, escalated, or high-impact operational issues.
• Strong documentation, reporting, and process-control capability.
• Strong written and verbal communication skills in English.

Preferred experience

• Experience in digital platforms, fintech, or technology-enabled services.
• Exposure to KYC, fraud controls, abuse prevention, or platform policy enforcement.
• Experience partnering with product teams on safety tooling or workflow improvements.
• Background in incident management or operational risk review.

Skills

• Trust and safety operations
• Incident management
• Risk judgment
• Policy enforcement
• Case documentation
• Cross-functional coordination
• Operational controls
• Analytical problem solving

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Direct exposure to platform integrity, policy operations, and high-impact decision-making.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include examples of incident handling, fraud or abuse review, policy enforcement, or control improvements where possible. Shortlisted candidates will be contacted for the next stage.