Trust & Safety Team Lead

Location: Bengaluru, Karnataka (Work from Office)

Experience: 2–5 Years

About FRND

At FRND, we're building India's leading social platform, connecting millions of users through meaningful interactions in regional languages. Trust and safety are at the heart of everything we do, and we're looking for a passionate Trust & Safety Team Lead to help create a secure, engaging, and trusted experience for our users.

Key Responsibilities

• Lead, mentor, and manage a team of Trust & Safety Associates, ensuring high-quality investigations and timely case resolution.
• Oversee investigations into user activities, profiles, and behavioral patterns to identify fraud, platform misuse, policy violations, impersonation, and other unethical activities.
• Review escalated and high-risk cases, providing guidance and making informed decisions based on internal policies and risk frameworks.
• Monitor team performance, quality, productivity, and SLA adherence through regular audits, coaching, and feedback sessions.
• Prepare and review detailed investigation reports with clear documentation and supporting evidence.
• Collaborate closely with Customer Support, Due Diligence, Product, Operations, and Legal teams to resolve complex cases and strengthen platform safety.
• Ensure all investigations comply with company policies, regulatory requirements, and internal standard operating procedures.
• Identify emerging abuse trends, fraud patterns, and operational gaps, and recommend preventive measures and process improvements.
• Drive continuous improvement by enhancing investigation methodologies, quality standards, and team workflows.
• Support hiring, onboarding, training, and performance development of Trust & Safety Associates.

What We're Looking For

• Bachelor's degree in any discipline.
• 5+ years of experience in Trust & Safety, Risk Operations, Fraud Investigation, Content Moderation, Compliance, or related domains.
• Strong analytical, investigative, and critical thinking skills with exceptional attention to detail.
• Experience handling escalations, quality audits, and operational performance metrics.
• Excellent communication, interpersonal, and stakeholder management skills.
• Ability to make sound decisions while handling sensitive or high-impact cases.
• Comfortable working in a fast-paced, high-growth startup environment.
• Proficiency in Microsoft Excel or Google Sheets for reporting and analysis.

Preferred Qualifications

• Fluency in one or more Indic languages such as Hindi, Kannada, Telugu, Tamil, Malayalam, Bengali, or Odia.
• Strong understanding of social media platforms, online communities, and user behavior.
• Good understanding of Indian culture and regional nuances.
• Experience in user research, fraud detection, platform integrity, or trust & safety operations.
• Prior experience in customer support, user operations, or other customer-facing B2C roles is an added advantage.

Why Join FRND?

• Work on solving real-world Trust & Safety challenges at scale.
• Lead a high-impact team protecting millions of users.
• Collaborate with Product, Operations, Legal, and Customer Support teams to shape platform safety.
• Be part of a fast-growing, ownership-driven company with immense opportunities for learning and career growth.