Trust and Safety Community Manager

Stocktwits

1d•Remote

About The Position

A trusted environment is at the heart of our mission. As our Trust and Safety Community Manager, you will own the day-to-day operations that keep the Stocktwits community safe, supported, and informed. Your responsibilities will span community management, customer support, content and account moderation, and the operational handling of legal and privacy requests. You will manage an external support team and own the internal tools and third-party software used for support and moderation. You will develop clear policies, train the team to apply them consistently, and communicate decisions to users with clarity and sound judgment. This is a hands-on management role. You should be comfortable moving between team leadership, sensitive user escalations, software administration, policy writing, and cross-functional work with Product, Engineering, and legal counsel.

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.

Responsibilities

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 the 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.
Own the operational handling of subpoenas, legal data requests, and privacy requests, including GDPR-related requests, in coordination 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.