Lead Community Moderation Specialist

EPAM Systems; Mexico; On-site; PHP 4,389,000 - 6,583,000; Full time

Benefits offered by this job

Healthcare benefits

Paid time off

Upskilling opportunities

Global career opportunities

Volunteer opportunities

LinkedIn Learning access

Job summary

EPAM Systems is seeking a Lead Community Moderation Specialist to own Discord-focused workflows and oversee moderation and user support tickets. The role requires high autonomy and coverage for senior team members when needed.

Candidates should have 5+ years in moderation or user support, at least 1 year in leadership, and hands-on Discord experience, plus proficiency with Zendesk or similar tools. Strong English skills are essential.

Qualifications

• 5+ years in community moderation or user support.
• At least 1 year of leadership experience.
• Hands-on moderation of a Discord server.
• Ability to work independently with limited oversight.
• Background moderating online forums.
• Proficiency with help desk tools such as Zendesk, Freshdesk, Google Cases, or Salesforce Service Cloud.
• Excellent written and spoken English (B2+).

Responsibilities

• Resolve user-reported moderation cases via Zendesk and public posts.
• Enforce guidelines by actions on content and accounts.
• Review user feedback to support a positive platform experience.
• Detect trends, recurring issues and notable themes.
• Escalate feedback to engineering/product through Slack or Mattermost.

Skills

Discord moderation

Leadership

Independent worker

English communication

Tools

Zendesk

Freshdesk

Google Cases

Salesforce Service Cloud

Job description

EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.

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 escalated 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

We offer

• International projects with top brands
• Work with global teams of highly skilled, diverse peers
• Healthcare benefits
• Employee financial programs
• Paid time off and sick leave
• Upskilling, reskilling and certification courses
• Unlimited access to the LinkedIn Learning library and 22,000+ courses
• Global career opportunities
• Volunteer and community involvement opportunities
• EPAM Employee Groups
• Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn

EPAM is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, protected veteran status, or any other characteristic protected by applicable law.