PartnerHero

I run the Trust & Safety and Content Moderation line of business at Partner Hero, a premium, for-good outsourcing company.

VP, Trust & Safety and Content Moderation

Trust in Tech

Co-founder of the Trust in Tech podcast, by integrity professionals, for integrity professionals. Distributed by the Integrity Institute (as part of a visiting fellowship).

Top 5% podcast from Apple podcasts.

Founder/ co-host/ editor/ producer

Grindr

Global department head for Customer Experience, Customer Support and Trust & Safety. Stakeholder for all things authenticity, user safety, anti-abuse. Customer champion and advocate.

In my time leading CX and T&S at Grindr, I (and my team, obviously) achieved: 
- 50% reduction in user reports of illegal and prohibited activity, even as user base grew, through onboarding machine learning models and proactive moderation.
- 86% reduction of user reports of spam, through implementation of AI, ML, and custom rules engines.
- 39% reduction in accounts banned for suspected solicitation, due to in-app warnings and education systems alongside ML models.
- 98% content moderation QA scores (up from 70%) through moderator training, oversight, and process improvement.
- 60% less support ticket volumes, while doubling help center visits from 1 million to 2 million / month.

VP, Global Head of Customer Experience (support, trust & safety, user insights)

Senior Director, Global Head of Customer Experience

OpenAI

Did adversarial testing of GPT-4 model prior to public launch, especially in the areas of harmful content, influence operations, and bias.

Adversarial Tester / Red Team

OkCupid

Global head of Customer Support and Trust and Safety departments, through high growth period. 
Developed OkCupid's customer support team from the ground up (from being employee ~20 to taking OkCupid public as part of Match Group purchase).

In my time there, I achieved: 

- 50%+ reduction in user reports of spam (Onboarded machine learning systems and vendors at OkCupid for the first time).
- Launched comprehensive Account Takeover program, proactively detecting suspicious activity on tens of thousands of accounts. 
- Overhauled T&S culture, policies, and operations, resulting in low-turnover frontline team and consistent 95%+ quality scores.
- Wrote and developed policy and enforcement for community guidelines.

Director & Global Head of Customer Experience

Created and developed OkCupid's customer support team from the ground up. Was the first support hire at the company, and built up the department to a team that could support millions of customers around the world.

Director of Customer Support

Customer Support Manager

Trust and Safety Analyst

Viva La Vinyl

- Founded an online community for trading and talking about vinyl records. Included an archive and index of rare pressings.
- Responsible for community building and management, content moderation/ trust and safety policy and guidelines, marketing, business operations, web content

Founder

Twenty Sided Store

Co-founded the awesome Twenty Sided Store in Brooklyn, NY

Co-founder

Vice Magazine

Editor

Leopard Films

Lead Assistant Editor

Liberty Kid (Feature Film directed by Ilya Chaiken)

I make sense out of chaos. It’s a skill I developed as a documentary editor, and one I use today to create business strategies based on customer’s real experiences. 

I help global social media platforms feel human, inclusive, and authentic. I help customers trust platforms and engage authentically. I help Trust & Safety leaders do their jobs better. I help the world understand more about the nuances of integrity work.

My work is many: community builder, trust & safety policy nerd, operations wizard, integrity worker, responsible innovator, qualitative researcher, fraud fighter, educator, advocate, ally, strategist, storyteller.

Taplio

Alice Goguen Hunsberger's Linkedin Analytics

Alice Goguen Hunsberger

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