I'm Alice Goguen Hunsberger.

I'm the Head of Trust & Safety at Musubi, an AI startup providing Trust & Safety solutions for online platforms. My focus is policy, customer education, product strategy, and T&S best practices.

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

Head of Trust & Safety

Musubi Mar 2025 – Present

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 Head of Trust & Safety 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.