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Pocket Worlds is hiring a Player Experience and Safety Lead for Everskies, a pixel doll platform for Gen Z focused on creativity and expression. This role owns both the Trust & Safety and Support Operations functions for the platform.
Key responsibilities include:
Trust & Safety: Own and enforce the platform's Rules of Conduct, punishment framework, and escalation policies. Monitor emerging safety trends affecting Gen Z communities, including minor safety, harassment, hate speech, and self-harm content. Audit moderation agent decisions for consistency and accuracy, flag policy violations, and identify emerging risks early. Collaborate with the product team on safety-related features and improvements.
Operations: Monitor queue health, response times, and support quality. Review agent tickets and provide direct, constructive performance feedback. Write and maintain support documentation, SOPs, and agent guides. Identify patterns in support volume and surface findings to the product team.
Leadership: Build a collaborative team environment where Trust & Safety and Support function as one integrated unit. Lead the Player Experience and Safety Team through regular check-ins, QA reviews, and coaching. Handle complex or sensitive cases. Bridge communication between the team and Product by synthesizing community frustrations, trending issues, and platform vulnerabilities into data-driven reports.
You should have experience managing or supervising a team with proven ability to give performance feedback. Deep knowledge of Trust & Safety and content moderation is essential. Understanding of online safety issues affecting younger users—including minor safety, harassment, predatory behavior, and mental health content—is required. You should demonstrate commitment to fair, inclusive moderation practices and understand how policies impact different communities differently. Strong written and verbal English communication is necessary, along with comfort working remotely across time zones.
Nice-to-have qualifications include background in gaming, social, or creative platforms; experience writing policy or internal documentation; familiarity with support tools like Zendesk or Intercom; and knowledge of GDPR, privacy laws, CyberTipline reporting, or minor safety frameworks.
