Trust & Safety Team Lead

FRND · India

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.