Trust and Safety Community Manager

Stocktwits

. Manage a 24/7 external support team of 6-8 members, including coaching, coverage, and performance .

Posted 10/7/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer support operations and online community moderation, with a strong focus on policy development, performance management, and effective communication. Proficient in utilizing AI-assisted tools while ensuring human oversight and compliance with legal standards.

Highest-signal resume keywords

Customer Support Operations ManagementTeam Leadership and Performance ManagementPolicy and Procedure DevelopmentAI-Assisted Moderation Tools FamiliarityLegal and Privacy Request Handling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Content ModerationEscalation ManagementQuality AssuranceOperational Data AnalysisCommunity Guidelines WritingSupport Procedure DevelopmentUser CommunicationPerformance TrackingGDPR ComplianceConflict Resolution

Soft Skills

Strong JudgmentExcellent Written CommunicationOrganizational SkillsCalm Decision-MakingInterpersonal Communication

Tools & Technologies

Customer Support PlatformsModeration ToolsInternal Account Management SystemsAI-Assisted Support ToolsThird-Party Software

Industry Keywords

Online CommunitiesContent ModerationCustomer SupportFinancial MarketsOnline InvestingUser FeedbackCommunity Activity MonitoringEmerging Abuse Patterns

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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