Trust and Safety Community Manager

Stocktwits Inc.; United States; À distance; USD 100 000 - 150 000; Plein temps

Avantages offerts par ce poste

Unlimited PTO

Remote-work flexibility

Comprehensive health care

401k with company match

Stock options

WFH stipend

Résumé du poste

StockTwits Inc. is seeking a Trust and Safety Community Manager to safeguard our financial-education community. You will lead day-to-day operations, support moderation, and handle legal/privacy requests in concert with legal counsel.

You’ll manage an external support team, develop clear policies, and work cross-functionally with Product, Engineering, and legal to improve safety and user experience.

Qualifications

• 3+ years of professional experience managing online communities with customer support or moderation.
• Experience leading a support or moderation team including escalation and QA.
• Experience administering customer support platforms or moderation tools.
• Familiarity with AI-assisted content moderation and human oversight.
• Ability to write clear policies, procedures, and user communications.
• Strong judgment handling sensitive content and deadlines.

Responsabilités

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

Connaissances

Community management

Customer support

Content moderation

Policy writing

AI-assisted moderation awareness

Legal/privacy workflows

Cross-functional collaboration

Outils

Moderation tools

Support platforms

Internal account management systems

Description du poste

DISCLAIMER: There may be incorrect openings posted on third party websites. Be advised that all of our current openings are posted on our Careers page - check that out to stay in the know!

About Us

Stocktwits is a leading social network and community of individual investors and traders. Our mission is to provide the platform to host the global conversation for investors and traders of all types of assets, styles and experience levels to connect, learn, profit and have fun.

From our beginnings as inventors of the cashtag (e.g. $TSLA), Stocktwits has grown to millions of members and become the defining voice of “social finance.” Stocktwits is the only place to get a pulse on the markets and ideas you care about.

Our community continues to grow rapidly and we are looking for passionate team members to join us as we reimagine the future of financial media, investing & trading services and the tools for the next generation.

The Role

A trusted environment is at the heart of our mission. As our Trust and Safety Community Manager, you will own the day-to-day operations that keep the Stocktwits community safe, supported, and informed. Your responsibilities will span community management, customer support, content and account moderation, and the operational handling of legal and privacy requests.

You will manage an external support team and own the internal tools and third-party software used for support and moderation. You will develop clear policies, train the team to apply them consistently, and communicate decisions to users with clarity and sound judgment.

This is a hands-on management role. You should be comfortable moving between team leadership, sensitive user escalations, software administration, policy writing, and cross-functional work with Product, Engineering, and legal counsel.

What You’ll Do

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

What You’ll Need

• 3+ years of professional experience managing online communities, with direct experience in customer support and/or content moderation.
• Experience managing a support or moderation team, including escalation, quality assurance, and performance management.
• Experience administering customer support platforms, moderation tools, or internal account management systems.
• Familiarity with AI-assisted content moderation or support tools, including their limitations and the importance of human oversight.
• Demonstrated ability to write clear policies, procedures, user communications, and internal documentation.
• Strong judgment when reviewing sensitive content, resolving disputes, and making decisions with incomplete information.
• Excellent written and verbal communication skills, including the ability to explain difficult decisions calmly and respectfully.
• Comfort owning legal and privacy request workflows in partnership with legal counsel, including handling sensitive information and tracking deadlines.
• Strong organizational skills and the ability to balance daily operations with longer-term improvements.
• Ability to use operational data to identify problems, prioritize work, and measure results.
• Interest in financial markets and an understanding of the unique challenges facing online investing and trading communities.

Benefits and Perks

• Unlimited PTO and sick leave
• Remote-work flexibility
• Fully paid for comprehensive health care (medical, dental, vision)
• 401k with company match up to 4%.
• Stock options: You’ll have a meaningful stake in our success
• Generous WFH stipend

Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise. If you have questions on compensation bands, please ask your recruiter.

StockTwits is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more “other” than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day.