Lead Community Moderation Specialist

EPAM Systems, Inc.; México; Híbrido; MXN 450.000 - 750.000; Jornada completa

Descripción de la vacante

EPAM Systems, Inc. seeks a Lead Community Moderation Specialist to own Discord-focused moderation workflows, ensuring a safe and welcoming community. You will handle moderation and user support tickets, operate with high autonomy, and cover senior team members when needed.

You will resolve cases via Zendesk, enforce guidelines, review feedback, and report trends to engineering and product teams. Remote collaboration and strong English skills are essential.

Formación

• 5+ years in community moderation or a user support position.
• At least 1 year of leadership experience.
• Hands-on experience moderating and administering a Discord server.
• Ability to work independently and prioritize work with limited oversight.
• Background supporting or moderating online discussion forums.
• Experience with help desk tools such as Zendesk, Freshdesk, Google Cases, or Salesforce Service Cloud.
• Excellent command of written and spoken English (B2+).
• Nice to have Interest in data science and real-world applications
• Experience with automated tooling or bots for Discord community management.
• Prior experience working remotely within a collaborative team.
• Strong analytical thinking and problem-solving skills.

Responsabilidades

• Resolve user-reported moderation cases via Zendesk and through public forum posts.
• Enforce community guidelines by taking appropriate actions on content and user accounts that violate rules.
• Review user feedback and community interactions to support a positive platform experience.
• Detect and share emerging trends, repeated issues, and notable community themes.
• Route and escalation feedback to engineering and product teams through Slack or Mattermost.

Conocimientos

Discord moderation

Leadership

Zendesk

Customer support

English proficiency (B2+)

Remote collaboration

Data analysis

Bot automation

Herramientas

Zendesk

Freshdesk

Google Cases

Salesforce Service Cloud

Descripción del empleo

We are looking for a Lead Community Moderation Specialist to own Discord-focused moderation workflows and help keep our community safe and welcoming. You will handle moderation and user support tickets, operate with high autonomy, and step in to cover senior team members when needed.

Responsibilities

• Resolve user-reported moderation cases via Zendesk and through public forum posts.
• Enforce community guidelines by taking appropriate actions on content and user accounts that violate rules.
• Review user feedback and community interactions to support a positive platform experience.
• Detect and share emerging trends, repeated issues, and notable community themes.
• Route and escalation feedback to engineering and product teams through Slack or Mattermost.

Requirements

• Proven experience of 5+ years in community moderation or a user support position.
• At least 1 year of relevant leadership experience.
• Hands-on experience moderating and administering a Discord server.
• Demonstrated ability to work independently and prioritize work with limited oversight.
• Relevant background supporting or moderating online discussion forums.
• Practical proficiency with help desk tools such as Zendesk, Freshdesk, Google Cases, or Salesforce Service Cloud.
• Excellent command of written and spoken English (B2+ level).
• Nice to have Interest in data science and real-world applications
• Experience with automated tooling or bots for Discord community management.
• Prior experience working remotely within a collaborative team.
• Strong analytical thinking and problem-solving skills.