Trust and Safety Community Manager

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There may be incorrect openings posted on third party websites. Be advised that all of our current openings are posted on our Careers page - check that out to stay in the know!

Stocktwits is a leading social network and community of individual investors and traders. Our mission is to provide the platform to host the global conversation for investors and traders of all types of assets, styles and experience levels to connect, learn, profit and have fun.

From our beginnings as inventors of the cashtag (e.g. $TSLA), Stocktwits has grown to millions of members and become the defining voice of “social finance.” Stocktwits is the only place to get a pulse on the markets and ideas you care about.

Our community continues to grow rapidly and we are looking for passionate team members to join us as we reimagine the future of financial media, investing & trading services and the tools for the next generation.

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.

• 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.

• 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…