Trust and Safety Community Manager

🕒 October 7

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👫 Community Manager

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Stocktwits

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

💸 Finance

📱 Media

🌍 Social Impact

💰 $30M Series B on 2021-12

Finance • Media • Social Impact

Stocktwits is an online platform that provides real-time conversations and investor sentiment about stocks and other financial assets. It facilitates discussions about market trends, price predictions, and allows users to customize watchlists, but it does not offer direct investment advice or act as a broker-dealer or investment adviser. The platform aims to aggregate user-generated insights and news to help individual investors make informed decisions. Stocktwits is designed as a social network for investors, providing forums and news tailored to the interests of its users.

📋 Description

• 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 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 • Handle subpoenas, legal data requests, and privacy requests, including GDPR-related requests, 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

🎯 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

🏖️ Benefits

• 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

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