Senior Community Manager

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October 29

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Nexus Mods

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Nexus Mods is the world’s largest games mod site, hosting over 500,000 files and home to over 14,000,000 passionate community members. Transforming users gaming experience and extending the life of existing titles through the hard work and dedication of mod authors worldwide.Founded in 2001, Nexus Mods has seen rapid growth year on year and established itself as a global platform to showcase user-created video game modifications. With over 2.5 billion downloads we have one of the most engaged communities in the world.

11 - 50 employees

📋 Description

• Own the development and refinement of community guidelines, moderation policies, enforcement frameworks. • Apply community guidelines and policy consistently, documenting clear decisions and supporting evidence. • Handle user-facing comms for sensitive issues (harassment, impersonation, IP disputes) professionally and in accordance with company policy and guidelines. • Identify emerging risks around major game launches, cultural flashpoints, or feature changes, and flag them early with proposed mitigations. • Work through moderation queues: prioritising, triaging, actioning, and resolving cases with accurate notes and audit trails. • Manage, monitor and aid volunteer moderators in helping us maintain high standards of moderation across the site. • Be a trusted voice in sensitive player communications, particularly around bans, appeals, or broader community concerns. • Follow escalation paths for complex or high-impact cases. • Track key operational metrics (queue health, SLA attainment, appeal outcomes) and propose iterative process improvements. • Contribute to and maintain clear SOPs, playbooks, and both internal and external documentation. • Provide mentorship and guidance to other Community Managers and Customer Support Specialists. • Partner with Support on edge cases and user education; contribute to FAQs and help-centre wording. • Lead incident management and escalation workflows for community crisis or high risk events (spam waves, brigading) and help create possible improvements.

🎯 Requirements

• Proven experience in online moderation, community management or trust & safety (UGC or gaming community preferred); you must be comfortable reviewing sensitive content. • Deep knowledge of high-volume community platforms or forums, and moderation tooling. • Proven track record of developing and enforcing community or content policies at scale. • Excellent communication, conflict resolution, and cross-functional leadership skills. • Ability to handle sensitive, high-pressure situations with discretion and care. • Familiarity with regulatory considerations (GDPR, COPPA, OSA) and online harm prevention best practices. • Familiarity of gaming/modding culture, IP considerations, and ensuring legal compliance. • Experience training and mentoring moderators and volunteers.

🏖️ Benefits

• This position can be remote within the UK or based in our offices in Exeter, UK. • We are unable to sponsor international visas. • We work a 4-day week of 32 hours, with no reduction in pay. • An allowance of 25 Euros each month to spend on video games (anything required for work is bought by the business!). • Employee Assistance Programme. • Private BUPA healthcare for you and your family. • A very flexible training budget. • Regular social events throughout the year. Participation is optional!