Matt R.

I've worked in Trust & Safety and customer support since 2015, starting as a content moderator and later leading moderation and support teams. What I can help with: • Content moderation and case review: text, images, video, comments, profiles, and appeals • Writing and applying moderation policies and community guidelines • Escalations and sensitive cases, including incident investigations • Customer support: tickets, macros, help centers, and escalation paths • Setting up or improving a moderation or support team: SOPs, quality checks, hiring plans, and vendors Background: • Program Manager, Trust & Safety at TikTok (ByteDance). Helped set up the incident management program, with a team of about 15 handling the most serious escalations. • Seven years at OpenWeb, from Customer Support Manager to Director of Trust & Safety. Started the T&S team and grew it to more than 300 moderators, QA analysts, and support agents, covering 6 million daily users and 15 million posts a day. • Trust & Safety Specialist at Upwork • Member of the Trust & Safety Professional Association (TSPA) I'm based in Ohio (Eastern time) and available full-time. Happy to start with a small trial so you can see how I work.