Head of Compliance & Customer Protection

About the role

Social Discovery Group (SDG) is a group of social discovery companies that connects people online across cultures and regions, with a team of digital nomads working remotely from around the world. It is looking for a Head of Compliance & Customer Protection to lead its compliance and customer protection function.

Key responsibilities

• Merge moderation and Customer Protection into one process: signal, risk assessment, review, decision, enforcement and appeal.
• Manage moderation of clients and partners: set review priorities, SLAs, quality control and review of wrongful restrictions.
• Run investigations of complaints and violations such as fraud and pressure on clients, ensuring evidence and proportionate decisions.
• Develop and update rules with Legal and turn agreed requirements into instructions for moderators, Support, Supply and partners.
• Ensure decisions are enforced across teams and remove root causes of repeat violations through checks, rules, partner training and product requirements.
• Automate checks with ML and automation, setting requirements for accuracy, manual review, appeals and rollback.
• Manage the team (in-house and freelancers), plan workload, train people and control speed, quality and cost of checks.
• Report the risk picture: serious and repeat violations, misses, wrongful blocks, investigation timelines and enforcement of measures.

Required profile

• Experience building an end-to-end risk process: intake, risk assessment, investigation, decision, enforcement and appeal.
• Experience managing moderation: priorities, SLAs, quality control and sample-based review.
• Experience investigating fraud and pressure patterns and applying proportionate measures.
• Experience turning legal requirements into operational rules and instructions for several teams.
• Experience automating checks with ML, including pilots evaluated by missed violations and wrongful blocks.
• Experience data and reporting: case tracking by risk, cause, timing and decisions, data quality checks and separating the effect of measures from volume changes.

What we offer

• Remote work full-time; pay level shared with candidates before employment starts.
• 28 calendar days of vacation per year and 7 wellness days per year.
• Kindergarten or school fee reimbursement of up to $1,000 gross per year per child.
• Bonuses up to $5,000 for recommending successful applicants and 50% payment for professional training and conferences.
• Discount on English lessons and health benefits, with up to $1,000 gross per year per employee for health insurance or medical fees.
• Equipped workplace in offices or co-working locations, or reimbursement of workplace costs up to $1,000 gross once every 3 years.
• An internal gamified gratitude system with bonuses redeemable for merchandise and team activities.