Head of Trust and Safety - Volunteer

Lead Serenity's Trust & Safety function, shaping moderation, safeguarding, case management and escalation processes while supporting a growing team to keep our community safe, consistent and well governed. What difference will you make? This role has a direct impact on Serenity's ability to operate safely as we grow. As Head of Trust & Safety, the volunteer will provide leadership and oversight across moderation, safeguarding escalation, case management and platform safety. Their work will help ensure that reports are handled consistently, higher-risk concerns are escalated appropriately, and Trust & Safety decisions remain well documented and accountable. By leading the function day to day, they will also help develop and support our moderation team, improve internal processes, identify emerging risks and ensure operational issues are raised with senior leadership when required. The role is especially important as Serenity expands its community and support services. Strong Trust & Safety leadership will help us protect users, maintain confidence in the platform and build systems that are safe, sustainable and capable of scaling responsibly. What are we looking for? We're looking for an experienced, calm and confident leader who can take ownership of a sensitive operational function and make balanced decisions in complex situations. Previous experience in Trust & Safety, safeguarding, moderation, risk, mental health services, compliance, investigations or a related field would be highly valuable. Experience leading or supervising others is strongly preferred. The most important qualities are

• Strong judgement and confidence making proportionate decisions.
• Experience handling sensitive, complex or higher-risk situations.
• Leadership skills, including supporting, guiding and developing others.
• Strong written and verbal communication.
• A good understanding of safeguarding, escalation and professional boundaries.
• The ability to remain calm and objective when reviewing distressing or difficult content.
• Strong organisational skills and accurate record keeping.
• Confidence working independently while knowing when to escalate matters to senior leadership.
• A fair, non-judgemental and consistent approach.
• A commitment to confidentiality, accountability and responsible decision-making. Experience of online safety, platform moderation, case management, incident response or policy development would be particularly beneficial. Full training on Serenity's internal systems, policies and operational processes will be provided. Remote What will you be doing? As Head of Trust & Safety, you will lead Serenity's Trust & Safety function and take responsibility for its day-to-day operation, development and oversight. You will form part of Serenity's Senior Leadership Team and attend fortnightly Leadership Syncs, contributing to wider organisational decision-making and strategic planning. Key Responsibilities Will Include
• Leading the Trust & Safety team and overseeing day-to-day moderation, case management, safeguarding escalation and platform safety activity.
• Setting priorities, allocating work and ensuring the function operates consistently and effectively.
• Overseeing complex or higher-risk Trust & Safety cases and ensuring appropriate escalation routes are followed.
• Maintaining and improving moderation guidance, operational procedures and internal standards.
• Supporting, supervising and developing Platform Moderators and other Trust & Safety volunteers.
• Working closely with Safeguarding, Data Protection, Engineering and other leadership functions where cases or platform risks overlap.
• Monitoring emerging risks, recurring issues and operational trends, and escalating significant concerns to senior leadership where required.
• Ensuring accurate documentation, audit trails and appropriate handover of sensitive cases.
• Contributing to Trust & Safety planning as Serenity grows and its services develop. This is a hands-on leadership role. The successful volunteer will have significant autonomy over the day-to-day running of the function while working within Serenity's governance, safeguarding and escalation frameworks.