Emergency Response Team Lead (APAC), Trust & Safety

About the Team

The Emergency Response Team (ERT) is responsible for rapid, high-stakes support during urgent safety events on a global scale. This 24/7 organization consists of regional groups, each accountable for immediate response to critical user safety threats, including but not limited to child protection emergencies, suicide and self-harm incidents, terrorism, violent extremism, and other crises posing potential harm to users.

Role Overview

The APAC ERT Lead will supervise a team in handling the most serious safety-related escalations on the platform. The position emphasizes strategic input into long-term emergency operations, adherence to regulations, operational excellence, and developing strong partnerships with law enforcement and governmental bodies worldwide. This role involves close collaboration with internal stakeholders to maintain high standards of decision-making, as well as the need to act with speed and integrity during crisis incidents. You'll oversee sensitive and disturbing content, requiring robust judgment and resilience.

Core Responsibilities

• Direct and mentor a regional ERT team, guiding the review and response to urgent safety cases.
• Champion consistent, policy-compliant decision-making while accommodating regulatory and jurisdictional requirements.
• Safeguard that all disclosures of emergency data comply strictly with law enforcement protocols and SOPs.
• Monitor operations to ensure the team meets quality benchmarks and response timelines, managing escalations as necessary.
• Lead and coordinate projects of varying scope, working effectively across teams to align objectives and optimize results.
• Handle highly sensitive emergency cases, including exposure to distressing material depicting violence, abuse, or exploitation.
• Drive enhancements in operational workflows, promote automation, and advocate for procedural innovation.
• Support team growth, resilience, and wellbeing, especially in the face of challenging content.
• Influence and contribute to the improvement of policy frameworks and processes through cross-functional collaboration.

Required Qualifications

• Minimum of five years in trust & safety, crisis response, investigations, or related operational roles with cross-team exposure.
• At least one year of leadership experience guiding teams involved in safety operations or sensitive investigations.
• Professional background in overseeing or managing sensitive emergency contexts such as self-harm, child protection, or violent extremism.
• Proven project management capabilities and strategic team development.
• Excellent decision-making and analytical skills in high-pressure environments.
• Exceptional communication skills, both written and spoken, enabling effective collaboration and presentation of risk assessments.
• Ability and willingness to participate in a 24/7 emergency duty rotation, including after-hours and weekends.

Preferred Attributes

• Experience managing crisis response during major safety incidents.
• Skilled in balancing privacy, legal, and human rights considerations in complex scenarios.
• Confidence in liaising directly with law enforcement or government agencies.

Work Environment & Wellbeing

The role involves routine exposure to potentially distressing content, such as imagery or reports regarding abuse, violence, or harm. The organization is deeply invested in the mental and physical wellbeing of employees, offering evidence-based support programs and fostering a culture of collaboration and psychological safety in the workplace.

Diversity & Inclusion

The company commits to a diverse and supportive work environment, valuing a range of experiences and perspectives that mirror the communities the platform serves. All initiatives strive toward fairness, representation, and fostering creativity through inclusion.