Emergency Response Team Lead (APAC), Trust & Safety

Responsibilities

About the team
The Emergency Response Team (ERT) provides urgent, time-critical support for serious safety-related incidents globally. The team operates within a 24/7 global follow-the-sun model, with regional teams providing coverage during their respective hours. Each regional team is responsible for responding to credible and imminent threats of harm, including child safety emergencies, suicide and self-harm risks, terrorism, violent extremism, youth endangerment, and other life-threatening situations.

About the role
As the APAC regional ERT lead, you will lead a team responsible for assessing and responding to the most critical safety escalations on the platform. You will support and contribute to the long-term strategy for global emergency response operations, ensuring scalability, operational excellence, regulatory compliance, and strong partnerships with law enforcement and government authorities worldwide.

You will work closely with a wider range of internal stakeholders to ensure consistent, compliant, and rapid decision-making during high-risk and crisis response scenarios.

This role requires exceptional judgment, crisis leadership capability, and the ability to operate effectively in dynamic and evolving environments where decisions may directly impact user safety, user privacy and regulatory requirements.

What will I be doing?
- Lead a regional team of Emergency Response Team specialists, responsible for reviewing and assessing time-critical emergency escalations.
- Ensure operational excellence and drive consistency in decision-making standards while allowing for necessary jurisdictional nuance, in accordance with policies and procedures and regulatory requirements.
- Ensure that all emergency data disclosures are scrutinized and handled in strict accordance with Law Enforcement Guidelines and SOP's.
- Oversee the team's daily operational performance, ensuring strong quality, response time, and escalation standards are maintained.
- You will manage multiple projects of moderate to high complexity and scope. Work cross-functionally to ensure coordination and alignment on objectives and key results.
- There will be a necessity to work on escalations and handle sensitive content that includes child sexual abuse and exploitation, suicide and self harm, terrorism and other content that may be considered offensive or disturbing.
- You will enhance our operational workflows via process improvements and the identification of automation opportunities. Drive innovation regarding processes and best practices for implementing policies.
- Coach, mentor, and develop team members through performance management, skills development, and career growth planning. Promote team wellbeing and resilience when working with sensitive and potentially disturbing content.
- Collaborate with cross-functional internal teams to inform, influence, support and execute improvements to policies and procedures.

Qualifications

Minimum Qualifications
- At least 5 years of experience in Trust & Safety, investigations, crisis response, or related operational environments and working across cross functional team
- At least 1 year of experience in leadership and managing teams responsible for safety operations, investigations, or high-risk escalations.
- Experience reviewing or managing sensitive content involving emergency scenarios such as violence, suicide/self-harm, or child sexual abuse and exploitation content.
- Experience in managing projects from beginning to end and devising team strategies.
- Excellent decision making and ability to analyze information to assess threat and risk in a fast-paced environment.
- Strong verbal and written communication skills and the ability to collaborate and influence effectively with cross-functional stakeholders and to clearly articulate risk assessments and operational insights.
- Available to participate in 24/7 emergency escalation rotation as well as after-hours and weekend duty.

Preferred Qualifications
- Experience leading crisis response during high-risk incidents.
- Demonstrated ability to balance user privacy, human rights and rule of law issues, during real-world complex scenarios.
- Experience engaging directly with law enforcement, and/or government authorities.