Team Lead, Trust and Safety
Team Lead, Trust and Safety Customer Experience USA Remote Zocdoc's most important asset is our people. As the Team Lead for Trust & Safety Operations, you'll play a central role in protecting the integrity of Zocdoc's marketplace — ensuring that patients, providers, and internal partners can trust how we make and enforce Trust & Safety decisions at scale. Trust & Safety depends on nuance, fairness, and consistency. In this role, you'll bridge strategy and frontline execution — ensuring that growth and the responsible adoption of AI never come at the expense of accuracy, accountability, or trust. You'll be a force multiplier for the team: providing the human judgment, coaching, and operational rigor that cannot be fully automated, while helping Zocdoc scale responsibly. This is a fully remote role open to candidates based anywhere in the United States. You'll enjoy this role if you are…
- Excited and fluent in working alongside AI tools — leveraging automation where it helps and stepping in where human judgment is critical.
- Energized by coaching others and raising the bar on quality, not just clearing your own queue.
- Comfortable making judgment calls in ambiguous, high-stakes scenarios and clearly explaining the "why" behind your decisions.
- Highly organized and motivated by smooth operations, clear expectations, and consistent processes.
- Curious about how patterns in cases, metrics, and feedback can surface deeper risks or opportunities for improvement.
- Able to balance empathy for team members and users with a clear-eyed view of risk, policy, and marketplace integrity.
Your day to day is…
- Translating strategy into action: supporting leadership in turning priorities into clear goals, workflows, and expectations for the team.
- Managing and improving AI-assisted workflows — documenting failure patterns and helping refine safeguards and escalation paths.
- Reviewing complex, escalated, or high-risk cases and partnering with ICs to reach sound, policy-aligned outcomes.
- Running or contributing to huddles, calibrations, and retrospectives — ensuring decisions are captured and followed through.
- Providing real-time coaching on case handling, documentation quality, tone, and policy interpretation.
- Monitoring operational health — including backlogs, SLAs, and error patterns — and raising flags when risks or bottlenecks emerge.
- Partnering with leadership and cross-functional stakeholders (e.g., Legal, Engineering) to clarify edge cases and sharpen playbooks and tooling.
- Supporting onboarding and ramp for new ICs through shadowing, 1:1s, and structured feedback.
You'll be successful in this role if you have…
- Experience in Trust & Safety, Operations, Risk, or a similar function where policy enforcement and sound judgment are central to the work.
- Demonstrated experience as a team lead, mentor, subject matter expert, or informal leader who has supported others' performance and development.
- Fluency with AI-assisted workflows and tools (e.g., ChatGPT, Claude, or similar); ability to immediately apply AI to accelerate and elevate team output.
- A track record of making thoughtful, risk-informed decisions with incomplete information and documenting your rationale clearly.
- Strong written and verbal communication skills — with the ability to translate complex policies into clear, operational guidance.
- Comfort with metrics and QA frameworks: reading dashboards, spotting trends, and turning insights into action.
- An ownership mindset: you proactively surface risks, drive follow-through, and care deeply about the team's outcomes and health.
Benefits
- Flexible work environment
- Competitive PTO
- 100% paid employee health benefit options (including medical, dental, and vision)
- 401(k) with employer-funded match
- Corporate wellness programs with Wellhub
- Sabbatical leave (for employees with 5+ years of service)
- Competitive paid parental leave and fertility/family planning reimbursement
- Cell phone reimbursement
- Employee Resource Groups and ZocClubs to promote shared community and belonging
- Great Place to Work Certified
Zocdoc is committed to fair and equitable compensation practices. The base salary range for this role is currently $65,000 – $85,000 for remote positions only. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate's experience, qualifications, and skills. This position may also be eligible for variable pay and/or equity. Zocdoc is committed to fair and equitable compensation practices. Salary ranges are determined through alignment with market data. Base salary offered is determined by a number of factors including the candidate’s experience, qualifications, and skills. Certain positions are also eligible for variable pay and/or equity. Remote Base Salary Range $65,000—$85,000 USD