Remote Trust & Safety Leader — Community & Moderation

Stocktwits, Inc.; United States; Remote; USD 85,000 - 120,000; Full time

Benefits offered by this job

Unlimited PTO and sick leave

Remote-work flexibility

Fully paid comprehensive health care

401k with company match up to 4%

Stock options

Generous WFH stipend

Job summary

StockTwits is seeking a Trust and Safety Community Manager to own day-to-day operations that keep our community safe, supported, and informed. You will lead an external support team, write clear policies, and manage internal tools used for moderation and customer support.

You will collaborate with Product, Engineering, and legal counsel to handle subpoenas and privacy requests, while improving workflows with human oversight and strong user communications. This is a hands-on leadership role.

Qualifications

• 3+ years of professional experience managing online communities with customer support or content moderation.
• Experience leading a support or moderation team, including escalation and QA.
• Experience administering customer support platforms and moderation tools.
• Familiarity with AI-assisted moderation and ensuring human oversight.
• Strong writing and communication for policies and user communications.
• Ability to handle sensitive information and coordinate with legal counsel.
• Interest in financial markets and online investing communities.

Responsibilities

• Manage a 24/7 external support team of 6-8 members, including coaching and coverage.
• Own customer support operations, queues, response standards, and complex escalations.
• Oversee content and account moderation, user reports, and enforcement decisions.
• Manage internal tools and third-party software used for support and moderation.
• Improve AI-assisted moderation workflows with necessary human oversight.
• Write and maintain moderation policies, guidelines, and escalation playbooks.
• Communicate decisions clearly to users and internal teams.
• Handle subpoenas, legal data requests, and GDPR-related requests with legal counsel.
• Monitor activity and share feedback with Product/Engineering.
• Track performance and drive process improvements.

Skills

Community management

Customer support

Content moderation

Policy writing

AI-assisted moderation

Team leadership

Data-driven

Tools

Support platforms

Moderation tools

Account management systems

Job description

StockTwits is seeking a Trust and Safety Community Manager to own day-to-day operations that keep our community safe, supported, and informed. You will lead an external support team, write clear policies, and manage internal tools used for moderation and customer support.

You will collaborate with Product, Engineering, and legal counsel to handle subpoenas and privacy requests, while improving workflows with human oversight and strong user communications. This is a hands-on leadership role.