Trust & Safety Operations Lead

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.