Head Of Community Wellbeing

Airtime (an Aircore, Inc. company) is looking for a Head of Community Wellbeing to oversee all aspects of community trust, safety and support for the Airtime consumer app, as well as live moderation services for Aircore's enterprise SaaS clients. This team is on the front lines ensuring all users can safely connect, interact, and authentically express themselves using our cutting edge real-time social products.
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 24x7 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.

About the role

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

About the ideal candidate

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

Pay Equity:

In compliance with Pay Transparency Laws, the base salary range for this role is between $150,000 - $175,000. When determining compensation, a number of factors will be considered: skills, experience, job scope, location, and competitive compensation market data.

Benefits:

• Maternity/Paternity/Adoptive Leaves:
• 99% company-paid health/dental/vision
• PTO 15 days (calendar year)
• 13 Holidays (calendar year)
• Short and Long Term Disability
• 401(k)
• Equity
• Life Insurance 1 times base pay 100% company paid
• Care Concierge

Diversity, Equity & Inclusion:

Airtime is an Equal Opportunity Employer. We recognize our employees are people with different strengths, experiences and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one's identity. Employee's points of view are key to our success, and inclusion is everyone's responsibility.

A bit about Airtime:

Founded by Sean Parker, our mission is to connect with all your friends using audio, video, and text. Talk, share, play, and hang out with your crew - whenever, wherever!

#Remote-USA
#Mid-Senior
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