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 Apply tot his job Apply To this Job