Remote Trust & Safety Lead - Community & Moderation

Social Leverage LLC; United States, Northern America, Americas; Remote; USD 70,000 - 120,000; Full time

Benefits offered by this job

Unlimited PTO

Remote work flexibility

Health care (medical, dental, vision)

401k with company match

Stock options

WFH stipend

Job summary

StockTwits is seeking a Trust and Safety Community Manager to lead day-to-day operations that keep the StockTwits community safe, supported, and informed. You’ll manage an external support team and own the internal tools and third‑party software used for support and moderation.

This hands‑on leadership role requires policy writing, cross‑functional collaboration with Product, Engineering and legal counsel, and a strong focus on user communications, escalations, privacy requests, and data

Qualifications

• 3+ years managing online communities with customer support or content moderation experience.
• Experience leading a support or moderation team including escalation, QA, and performance mgmt.
• Experience administering customer support platforms, moderation tools, or internal account management systems.
• Familiarity with AI-assisted content moderation tools; understand limitations and need for human oversight.
• Proven ability to write clear policies, procedures, user communications and internal docs.
• Strong judgment handling sensitive content, disputes, and decisions with incomplete info.
• Excellent written and verbal communication; able to explain difficult decisions calmly and respectfully.
• Comfort owning legal/privacy workflows with legal counsel; handling sensitive information and deadlines.
• Strong organizational skills balancing daily ops with longer-term improvements.
• Ability to use operational data to identify problems, prioritize work, and measure results.
• Interest in financial markets and the challenges of online investing communities.

Responsibilities

• Manage a 24/7 external support team of 6-8 members, including coaching, coverage, and performance.
• Own customer support operations: queues, response standards, quality reviews, and complex escalations.
• Oversee content and account moderation, user reports, enforcement decisions, and appeals.
• Manage internal tools, third-party software, and vendor relationships for support and moderation.
• Evaluate and improve AI-assisted moderation and support workflows with human oversight.
• Write and maintain community guidelines, moderation policies, procedures, and escalation playbooks.
• Communicate policies and enforcement decisions clearly and respectfully to users and internal teams.
• Oversee subpoenas, legal data requests, and GDPR-related requests with legal counsel.
• Monitor community activity and emerging abuse patterns; share user feedback with Product/Engineering.
• Track support and moderation performance; improve processes and coordinate urgent responses.

Skills

Community management

Customer support

Moderation tools

AI-assisted moderation

Policy writing

Clear communication

Legal privacy workflows

Data-driven decisions

Organizational skills

Financial markets interest

Job description

StockTwits is seeking a Trust and Safety Community Manager to lead day-to-day operations that keep the StockTwits community safe, supported, and informed. You’ll manage an external support team and own the internal tools and third‑party software used for support and moderation.

This hands‑on leadership role requires policy writing, cross‑functional collaboration with Product, Engineering and legal counsel, and a strong focus on user communications, escalations, privacy requests, and data