Role Description 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. - Bridge strategy and frontline execution — ensuring that growth and the responsible adoption of AI never come at the expense of accuracy, accountability, or trust. - Provide the human judgment, coaching, and operational rigor that cannot be fully automated. - Help Zocdoc scale responsibly. This is a fully remote role open to candidates based anywhere in the United States. Qualifications - 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). - 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: proactively surface risks, drive follow-through, and care deeply about the team's outcomes and health. Requirements - 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. 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 - Base salary range for this role is currently $65,000 – $85,000 for remote positions only.