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Trust & Safety Operations Lead

Remote, United States

THE CHALLENGE

Eventbrite is a people-first organization. Our goal of building the global platform for live experiences relies on the foundation of top talent and strong company culture. The Operations Excellence team within Eventbrite uses this top talent and strong company culture to build a team obsessed with creating the best experience for our creators and attendees. Being a part of this team presents a unique and excellent opportunity to develop essential skills and make a meaningful impact in the lives of our customers. 

 

As the first line of contact with our customers, the Operational Excellence team prides itself on providing experiences that optimize value for both Eventbrite and its customers. Our perfect candidate will thrive in a fast-paced and dynamic environment, leveraging analytical expertise, who loves the challenge of helping others and building an industry standard Customer Experience operation. 

 

THE TEAM

The OpEx Team, an integral part of the Sales and Services team, plays a vital role in ensuring a seamless experience for event creators and attendees on Eventbrite. With a focus on trust, security, and support, our team addresses various issues to foster a secure and enjoyable event environment. We serve as a bridge between the community and Eventbrite, overseeing outsourced operations while maintaining a high standard of service. Additionally, we drive the integration of new products, leveraging our in-house expertise to handle unique challenges and provide comprehensive assistance to our valued users. 

 

THE ROLE
As the Trust & Safety Operations Lead, you play a pivotal role in maintaining platform integrity and ensuring operational excellence. You take ownership of resolving complex trust and safety issues, driving proactive measures to prevent platform abuse, and leading the seamless integration of new products into operational workflows. With a strong focus on investigative work and real-time problem-solving, you'll ensure efficient and effective collaboration across internal teams to drive swift resolutions and operational success.

In this role, you'll identify and implement opportunities to improve operational efficiency, working directly with cross-functional teams—such as policy, data teams, engineering, legal and product—to resolve issues quickly and effectively. You'll oversee compliance and risk management, ensuring policies are properly enforced, and you'll act as a key point of escalation for complex cases. You'll ensure teams are aligned and empowered to act swiftly and decisively, fostering cross-functional cohesion and supporting the continued success of the platform.

THE SKILLSET

 

  • Crisis management and quick decision-making under pressure.
  • Strong operational knowledge, especially in fraud or trust & safety.
  • Effective communication and stakeholder management.
  • Analytical thinking with bonus points for experience in SQL, Snowflake, or Tableau.
  • Problem-solving and adaptability in dynamic environments.
  • Focus on continuous improvement and risk mitigation.



YOU WILL

 

  • Serve as a domain expert, leading investigations and resolutions of complex trust, safety, and platform abuse issues
  • Investigate fraud, suspicious activities, and content violations using data insights and forensic analysis to identify root causes and implement preventive measures.
  • Coordinate real-time incident responses with cross-functional teamsMonitor the platform for threats, leveraging automation and machine learning tools to detect and address patterns of abuse.
  • Refine automated abuse detection systems in collaboration with product and data teams, ensuring timely investigation and resolution of anomalies.
  • Deliver training on investigative techniques and policy enforcement
  • Act as the escalation point for critical issues, providing actionable recommendations
  • Oversee high-risk cases, ensuring effective resolutions and clear updates to stakeholders and customers.
  • Align operational processes with regulations and policies, collaborating with legal and compliance teams to minimize risk and strengthen enforcement.

Eventbrite is an equal opportunity employer and we welcome diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

Minimum Qualifications 

  • Bachelor's degree in a relevant field or equivalent experience
  • Minimum 5 years of working experience with a strong background in risk and fraud and detailed investigations and incident response.  
  • Strong time management and organizational skills, effectively prioritizes work time to ensure productivity and fulfills department standards for time spent. 
  • Experience working on cross-functional teams with ability to communicate effectively through written and verbal communications, including asynchronous interactions with others.

PAY TRANSPARENCY

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Eventbrite, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is listed below. You may also be eligible to participate in Eventbrite’s incentive program(s) (such as equity, annual incentive bonus and commission plans), subject to the applicable rules and restrictions.

Pay Transparency Range (US)

$82,000 - $147,600 USD

ABOUT EVENTBRITE

At Eventbrite everyone is invited to be their whole self and we cultivate an environment to make sure that is feasible throughout the entirety of an individual's time at Eventbrite. We are committed to providing competitive, valuable and meaningful benefits and experiences for our employees to ensure we meet them where they are in life. 

Cultivating a diverse, equitable and inclusive culture where all people are invited and belong is our top priority. 

Employees can participate in resource groups and we offer global programming and training throughout the year to support a diverse and inclusive workplace.  Read more about our Diversity and Inclusion work for our team, culture, and community.

BENEFITS

We offer comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle.

Eventbrite's global benefit programs are designed to meet you where you are by offering resources and support for your health, well-being, finances, and family. This includes support in a remote environment, wellness allowance, Carrot family planning benefit, Origin Financial Planning service, and other offerings to ease the mind and body like Modern Health and BriteBreaks (generally the first Friday of every month off).

EQUAL OPPORTUNITY

At Eventbrite, we are dedicated to fostering diversity, equity and inclusion. We welcome individuals from all backgrounds, abilities and experiences to apply, and we make employment decisions on the basis of merit. We are committed to equal employment opportunity regardless of race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender reassignment, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics, or any other legally protected characteristic.

If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. 

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