Head of Customer Experience & Trust
Core
Lead the shift to AI-first support and own Trust & Safety for a unified student rental platform across Europe.
Role type
Senior leadership customer experience and trust & safety head
Builds
AI support agents, content policies, trust & safety moderation systems, and cancellation resolution flows
Domain
Student housing marketplace / European rental platform
Deliverable
production ML models
Required skills
AI agent deployment and strategy, multi-site team leadership, T&Cs and service policy ownership, fraud prevention and dispute resolution, BPO partner management, data-driven capacity planning, change leadership, GDPR and EU AI Act compliance
Preferred skills
French language proficiency, marketplace or travel industry experience
Technologies
AI support agents, AI-based detection and moderation tools
Responsibilities
Lead the shift to AI-first support and set the direction for the AI agent; Redesign the team around AI to evolve roles for complex cases and AI supervision; Own T&Cs and service policies with Legal; Manage BPO partners for peak volumes; Steer content integrity and T&S vertical including listing moderation and fraud prevention; Own cancellation assessment and resolution flows; Protect the platform's reputation on review sites.
Seniority
Senior, hands-on IC with strategic leadership
