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Stocktwits is a leading social network for individual investors and traders, with millions of members. The company is seeking a Trust and Safety Community Manager to own day-to-day operations that keep the Stocktwits community safe, supported, and informed.
In this hands-on management role, you will oversee customer support operations, content and account moderation, community management, and the operational handling of legal and privacy requests. You will manage an external support team of 6-8 members operating 24/7, including coaching, coverage planning, and performance management. You will own internal tools and third-party software used for support and moderation, develop clear policies, train the team to apply them consistently, and communicate decisions to users with clarity and sound judgment.
Key responsibilities include:
- Managing a 24/7 external support team of 6-8 members, including coaching, coverage, and performance
- Owning customer support operations, including queues, response standards, quality reviews, and complex user escalations
- Overseeing content and account moderation, user reports, enforcement decisions, and appeals
- Managing internal tools, third-party software, and vendor relationships used for support and moderation
- Evaluating and improving AI-assisted moderation and support workflows with appropriate human oversight
- Writing and maintaining community guidelines, moderation policies, support procedures, and escalation playbooks
- Communicating policies and enforcement decisions clearly and respectfully to users and internal teams
- Owning the operational handling of subpoenas, legal data requests, and privacy requests (including GDPR-related requests) in coordination with legal counsel
- Monitoring community activity and emerging abuse patterns, sharing user feedback with Product and Engineering
- Tracking support and moderation performance, improving processes, and coordinating responses to urgent community issues
You will work cross-functionally with Product, Engineering, and legal counsel, balancing day-to-day operations with longer-term improvements.
REQUIREMENTS:
- 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
