Stocktwits

Community Manager

• 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

Explore Trust and Safety Community Manager at Stocktwits. Review requirements and application details.