Assistant Team Manager

LE001 ModSquad, Inc.; New York (NY); Hybrid; USD 60,000 - 80,000; Full time

Job summary

A leading company in the Customer Experience Services industry seeks an Assistant Team Manager. The role focuses on supporting social media moderation and community management for prominent global brands, involving operational support, community engagement oversight, and quality assurance. Ideal candidates will have a background in digital communities and strong communication skills while working collaboratively in a virtual environment.

Qualifications

• 2+ years of experience in social media moderation, community management, or support operations.
• Strong communication and organizational skills; able to juggle multiple priorities with attention to detail.
• Experience in remote, fast-paced environments.

Responsibilities

• Support daily operations for social media moderation and community management.
• Assist with onboarding/offboarding moderators, leads, and contractors.
• Conduct QA reviews and coaching sessions for moderators.

Skills

Social Media Moderation

Community Management

Communication

Organizational Skills

Tools

Zendesk

Sprinklr

Asana

Khoros

Trello

Job description

We Could Use Someone Like You in Our Crew.

ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.

The Job:

We are looking for a motivated and operationally savvy Assistant Team Manager to support high-impact social media moderation and community management projects for leading global brands. This role is ideal for someone who thrives in digital spaces, understands the nuances of online communities, and is eager to support client success through hands-on operational excellence and strategic collaboration.

In this role, you will work closely with the Manager to help ensure day-to-day delivery, quality assurance, team support, and community engagement efforts are running smoothly. You will serve as a key liaison for internal teams and play a direct role in reinforcing trust and safety, optimizing performance, and contributing to a vibrant, brand-aligned community experience.

Responsibilities and Duties:

Operational Support & Project Coordination

Support the Project Manager in executing daily operations for social media moderation and community management projects.

Assist in onboarding/offboarding moderators, leads, and contractors across diverse platforms and communities.

Help manage real-time coverage needs, shift scheduling, and Mod grouping based on engagement trends and project forecasts.

Monitor Slack and other project communications to provide real-time support to moderators and flag/escalate issues as needed.

Maintain detailed documentation, including schedules, SOPs, escalation logs, and project compliance trackers.

Track daily performance metrics, productivity data, and QA outcomes to support project health and insights.

Community Moderation & Engagement Oversight

Assist with enforcing brand voice, tone, and platform-specific moderation rules across Reddit, Discord, Facebook, Instagram, TikTok, X/Twitter, forums, and other platforms.

Proactively flag trends, sentiment shifts, or engagement anomalies to PMs and clients.

Contribute to the refinement and evolution of moderation and engagement playbooks.

Partner with Leads and Mods to ensure consistency in community responses, moderation decisions, and audience experience.

Quality Assurance & Team Development

Conduct QA reviews and shadowing sessions to assess performance and consistency.

Deliver feedback and coaching to employee moderators and provide operational guidance to contractors.

Assist in conducting 1:1s, performance check-ins, and team meetings that focus on continuous improvement and operational excellence.

Identify opportunities to improve training materials, SOPs, and onboarding practices.

Client Communication & Reporting

Help prepare reports and updates for clients, including KPIs, performance trends, and escalation summaries.

Join client calls as needed to represent real-time team performance, operational updates, and project insights.

Assist with QBR preparation and contribute to client strategy sessions by providing on-the-ground perspective and community trend analysis.

Build rapport with clients and represent their expectations inter nally to ensure project alignment.

Qualifications:

2+ years of experience in social media moderation, community management, or support operations.

Strong familiarity with digital communities and platforms such as Reddit, Discord, Instagram, Facebook, X/Twitter, TikTok, and forums.

Understanding of moderation strategies, community standards, brand voice, and trust & safety protocols.

Experience working in remote, fast-paced environments with distributed teams.

Strong communication and organizational skills; able to juggle multiple priorities with attention to detail.

Proficient in tools such as Zendesk, Sprinklr, Asana, Khoros, Trello, or similar (preferred).

Passion for online communities, digital culture, and audience engagement.