Aircore Needs A Head of Community Wellbeing

In this role, you will set the strategy and drive day-to-day operations for our growing team of trust & safety moderators and community support agents. You will build comprehensive policies and violation enforcement procedures designed to scale, and drive capacity planning to maintain 24×7 coverage. You will ensure agents have proper training and tools to respond to policy violations and support requests. You will report on the ongoing health of our communities and build operational flows to triage key insights to Product, Engineering, and QA teams.

The base salary range for this role is between $150,000 – $175,000.

Develop and enforce scalable policies to keep all members safe and supported
Provide day-to-day leadership and management of the content moderation team and relationship with our vendors including in-house and outsourced content moderators
Utilize human and AI-based moderation resources and techniques to proactively and reactively remove harmful content and behavior
Assist with implementation and refinement of third-party automated moderation tools
Provide insights to internal stakeholders to continuously improve our features and systems
Escalate illegal content and behavior to NCMEC and/or other law enforcement as needed
Liaise with legal as needed to navigate complex policies and escalations

3+ years experience managing Trust & Safety, Support, and/or Risk Mitigation functions and teams
Deep understanding of community safety and support trends, tools, and best practices
Experience with content moderation, escalation, legal compliance, and crisis management
Comfortable dealing with sensitive content and escalations with empathy, tact, and equanimity
Proven track record of establishing, managing, and scaling operations in a fast-paced, dynamic, environment that serves a diverse and global user-base
Detail-oriented with maturity, business acumen, and the demonstrated ability to influence and communicate effectively with all levels of the organization
Excellent judgment, proactive thinking, and composure under pressure
A team player who is willing to get their hands dirty and help where needed
Excellent leadership skills to motivate, develop, and retain talent
Strong verbal and written communication skills

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