Community Operations

Russell Tobin; Ireland; On-site; EUR 28,000 - 42,000; Full time

Job summary

Russell Tobin is seeking a Community Support Specialist to assist users and moderators on a large online platform. The role focuses on ticketed support, issue investigation, and escalation management, with an emphasis on adherence to community guidelines.

Responsibilities include supporting moderators, maintaining case documentation, and collaborating with internal teams to improve the community experience. Prior Reddit moderation and user-facing support experience are essential.

Qualifications

• Hands-on experience moderating a Reddit subreddit/community.
• Experience moderating posts, comments, reports, rules, or user issues in a Reddit community.
• Direct interaction with community members and fellow moderators.
• Background in customer/community support or similar user-facing work.
• Experience handling escalations or complex issues.

Responsibilities

• Provide first-line support to users and moderators via ticket channels.
• Investigate and resolve user and moderator issues accurately.
• Handle complex cases and escalate when needed to internal teams.
• Assist moderators with platform, policy, and community queries.
• Maintain documentation of cases, investigations, and resolutions.
• Collaborate with cross-functional teams to resolve recurring issues.
• Stay updated on platform policies, product changes, and guidelines.

Skills

Moderation experience

Customer support

Policy enforcement

Communication skills

Tools

Reddit moderation tools

Job description

Working Hours: GMT preferred, with some flexibility

Role Overview

We are seeking a Community Support Specialist to support users and community moderators on a large online community platform.

The role involves handling ticketed support requests, assisting community moderators, investigating issues, managing escalations, and working with internal teams to improve the community support experience.

Key Responsibilities

• Provide first-line support to users and community moderators through ticketed support channels.
• Investigate and resolve user and moderator issues efficiently and accurately.
• Handle complex cases and elevate issues to the appropriate internal teams.
• Support community moderators with platform, policy, and community-related queries.
• Maintain clear documentation of cases, investigations, and resolutions.
• Work with cross-functional teams to identify and resolve recurring issues.
• Stay up to date with platform policies, product changes, and community guidelines.

Must Have

• Hands-on experience as a moderator of a Reddit subreddit/community.
• Experience managing or moderating posts, comments, reports, community rules, or user issues within a Reddit community/subreddit.
• Experience interacting directly with community members and/or other moderators.
• Previous experience in customer support, community support, moderation support, or a similar user-facing environment.
• Experience handling escalated or complex issues.
• Strong written and verbal communication skills.
• Good judgement and ability to apply policies consistently.

Nice to Have

• Experience working with or supporting a team of community moderators.
• Community management or online community operations experience.
• German, Spanish, French, or Italian language skills.
• Experience working in a high-volume, policy-driven environment.

This role requires direct Reddit subreddit/community moderation experience.

PrideGlobal and it's affiliates are an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.