I'm Alice Goguen Hunsberger.

I'm the Chief Experience and Product Officer at Musubi, an AI startup delivering Trust & Safety solutions. I set product strategy based on what T&S leaders actually need and where I think the future of T&S and AI is headed, and I oversee customer success and marketing.

Before Musubi, I was VP of Trust & Safety and Content Moderation at PartnerHero, VP of Customer Experience at Grindr, where I led Customer Experience, Customer Support and Trust & Safety, and spent a decade at OkCupid / Match Group, where I built the customer support team from the ground up and led its Trust & Safety work.

I was an adversarial tester (red team) for OpenAI's GPT-4 before its public launch, and I write Trust & Safety Insider every week with Everything in Moderation. I serve on the Institute for Security and Technology's Trust & Safety Advisory Group and the Partnership on AI's Steering Committee.

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Resume

Chief Experience and Product Officer

Musubi Oct 2026 – Present

Remote

I lead product and experience at Musubi, an AI startup delivering Trust & Safety solutions.
Product: I set product strategy based on what T&S leaders actually need, and where I think the future of T&S and AI is headed.
Experience: I oversee customer success and marketing, so what customers see and what we build stay connected. That includes educating customers on AI-driven safety solutions, prompt and policy engineering best practices, and contributing to the responsible development of LLM technology in Trust & Safety.

Head of Trust & Safety

Musubi Mar 2025 – Oct 2026

Musubi is an AI startup providing T&S solutions for online platforms. As head of T&S, my focus is on policy, customer education, product strategy, marketing/comms, and T&S best practices.

Writer

Everything in Moderation Mar 2024 – Present

VP, Trust & Safety and Content Moderation

PartnerHero Feb 2024 – Mar 2025 full time; Senior Advisor Mar 2025 – Mar 2026

I ran the Trust & Safety and Content Moderation line of business for PartnerHero, a premium, for-good outsourcing company.
Grew T&S revenue by 76% in first year by bringing in several new customers and strategic partnerships, as well as expanding with existing customers.
Implemented best-in-class practices for Trust & Safety and Content Moderation outsourcing, especially in the area of child safety operations & wellness.

Founder, co-host, editor, producer

Trust in Tech Podcast Nov 2022 – 2025

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.

VP, Customer Experience

Grindr Apr 2022 – Dec 2023

Senior Director, Global Head of Customer Experience Aug 2020 – Apr 2022

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.

Adversarial Tester / Red Team

OpenAI (freelance) Oct 2022 – Mar 2023

Adversarial tester of the GPT-4 model prior to public launch, especially in the areas of harmful content, influence operations, and bias. Work included in the system card for OpenAI.

Senior Director, Customer Experience

OkCupid / Match Group Jun 2010 – Aug 2020

Remote / NYC

Global head of Customer Support and Trust and Safety departments, through a high growth period. Developed OkCupid's customer support team from the ground up (from being employee ~20 to taking OkCupid public as part of the 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 a comprehensive Account Takeover program, proactively detecting suspicious activity on tens of thousands of accounts.
- Overhauled T&S culture, policies, and operations, resulting in a low-turnover frontline team and consistent 95%+ quality scores.
- Wrote and developed policy and enforcement for community guidelines.

Director of Customer Support Jul 2013 – Jul 2016

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.

Customer Support Manager Jul 2011 – Jun 2013

Trust and Safety Analyst (contractor) Jul 2010 – Jul 2011

Advisory boards, fellowships, industry volunteering

Institute for Security and Technology, Trust & Safety Advisory Group 2025 – Present
Partnership on AI, Steering Committee Member Feb 2025 – Present
Black in AI Safety & Ethics (BASE), Selection Committee for the inaugural fellowship in AI safety and ethics Mar 2025 – Present
Integrity Institute, Values and Oath Committee Sep 2024 – 2026
Integrity Institute, Visiting Fellow, First Community Cohort 2023
Trust & Safety Professional Association, Coffee Chat Mentor 2023 – Present
Trust & Safety Hackathon, Steering Committee 2023 – 2024
PartnerHero Advisory Board 2022 – 2023
Oasis Consortium Advisory Board 2021 – 2023

About

I work where AI, Trust & Safety and platform governance meet.

I've spent more than fifteen years in online safety, and I've seen the work from almost every side. I've led Trust & Safety inside platforms at OkCupid and Grindr, run content moderation operations for many platforms at once at PartnerHero, red-teamed GPT-4 for OpenAI before its launch, and now help platforms put AI to work on safety as Chief Experience and Product Officer at Musubi.

Most of my work today is about how AI changes the job: how LLMs can enforce nuanced policy at scale, where models fail and mislead, how to audit the classifiers teams already rely on, and how T&S teams need to change to use AI well. I also work on the other side of the problem, keeping generative and agentic AI systems themselves safe.

Underneath the tools are governance questions I care a lot about: how to write policy people actually want to read, how platforms balance privacy, self-expression and safety (my Triangle of Tradeoffs), what regulation like the Digital Services Act means in practice, and how to keep the people doing this work healthy.

I share what I learn every week in Trust & Safety Insider for Everything in Moderation, on stage at TrustCon and other industry events, and as a member of the Institute for Security and Technology's Trust & Safety Advisory Group and the Partnership on AI's Steering Committee.

See my writing & talks or my full resume. To book me for a talk, panel or podcast, get in touch below.