Senior Community Manager

Proven experience in online moderation, community management or trust & safety (UGC or gaming community preferred) Comfortable reviewing sensitive content Deep knowledge of high-volume community platforms or forums, and moderation tooling Proven track record of developing and enforcing community or content policies at scale Excellent communication, conflict resolution, and cross-functional leadership skills Ability to handle sensitive, high-pressure situations with discretion and care Familiarity with regulatory considerations (GDPR, COPPA, OSA) and online harm prevention best practices Familiarity of gaming/modding culture, IP considerations, and ensuring legal compliance Experience training and mentoring moderators and volunteers

Own the development and refinement of community guidelines, moderation policies, and enforcement frameworks. Apply community guidelines and policy consistently, documenting clear decisions and supporting evidence. Handle user-facing communications for sensitive issues professionally. Identify emerging risks and flag them with proposed mitigations. Work through moderation queues, prioritizing, triaging, actioning, and resolving cases. Manage, monitor, and aid volunteer moderators. Be a trusted voice in sensitive player communications. Follow escalation paths for complex cases. Track key operational metrics and propose improvements. Contribute to and maintain SOPs and documentation. Provide mentorship and guidance to other Community Managers and Customer Support Specialists. Partner with Support on edge cases and user education. Lead incident management and escalation workflows for community crisis events.