Heather Rasley

About Heather Rasley

I’m a Trust & Safety Director with more than 15 years of experience leading user-facing teams for high-growth startups, including Stripe and Tumblr. My skills include tech policy, content moderation, team management, customer support, user research, customer experience, knowledge base management, writing and editing, project management, and community management. I enjoy working cross-functionally with engineering, product, and design teams to collaboratively develop data-driven improvements to the customer experience. I\'m also dedicated to building and maintaining safe, inclusive, and welcoming online communities through robust content moderation policies. I have worked remotely for about a decade, and am highly comfortable and experienced in effectively collaborating with distributed global teams. Professional memberships: Trust and Safety Professional Association, Integrity Institute, Tech Ladies, Support Driven. Some achievements of which I’m proud:* I quickly scaled and trained Airtime’s Trust, Safety & Support team in response to a surge in content moderation volume during the start of the COVID-19 pandemic.* As an early Stripe employee, I led one of Stripe\'s first regional User Ops teams.* I\'ve built Customer Support functions from the ground up for multiple startups. This included implementing help desk software, writing and editing user-facing documentation, onboarding and leading customer service teams, and establishing internal operational processes.

Experience

1. Director of Trust & Safety

   Glif

   Apr 2024 — Present

Education

• New York University

  Coursework towards a Master of Professional Services (MPS) degree

• New College of Florida

  Bachelor of Arts - BA