Trust and Safety Community Manager
Stocktwits · Remote (United States) · remote
The Role
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.
What You’ll Do
- 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.
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 and Perks
- A competitive salary
- 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
Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise. If you have questions on compensation bands, please ask your recruiter.
StockTwits is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more “other” than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day.