About us:
Pocket Worlds is a mobile gaming company that focuses on the power of games to connect people. We build deep, rich games that are social by design and last for decades.
Our game, Everskies (), is a creative virtual world where people make avatars, express themselves, and create deep friendships along the way. Over 15 million people have already joined the world of Everskies, and it’s growing faster every day.
We’re a completely remote company with a diverse set of employees spanning 16 different countries. We are connected by a singular mission of building amazing games that bring our players together, and we live by our values. Join our world-class team who’ve shipped amazing products for Apple, Google, Electronic Arts, Zeptolab, Nanobit, and other top gaming companies.
The role:
As a Lead, you will help oversee our Trust and Safety team, who are responsible for upholding our guidelines. Reporting to the Trust & Safety Manager, you will review high-level reports, make final enforcement decisions, run quality checks, and support our day-to-day operations.
What you’ll do:
-Support the Trust & Safety Manager in overseeing the performance and development of the team, providing guidance, coaching, and feedback.
-Review and make decisions on user mute and ban appeals, conducting thorough investigations to ensure fair outcomes.
-Handle urgent and complex reports, as well as any situations escalated by our team.
-Review user-generated content to enforce community policies and standards, and use support tools to directly engage with players to address their safety concerns.
-Work closely with the Customer Support and Live Operations teams to address challenging guideline violations.
-Identify opportunities to improve Trust & Safety processes and recommend solutions.
-Run quality assurance reports to ensure we meet our operational targets and KPIs.
What we’re looking for:
-3+ years of content moderation, customer support, or help center operations experience.
-Expertise with moderation and/or customer support tools.
-Strong critical thinking and problem-solving skills.
-Highly organized and able to manage multiple priorities in time-sensitive situations.
-Fluency in English (a minimum of C1).
-Excellent communication skills and handling of socially sensitive topics.
-Quick learner with a willingness to ask questions and research solutions.
-Able to work independently while thriving in a collaborative, remote team environment.
-Deep understanding of Gen Z audience and culture (memes, slang, trends).
-Knowledge of social media and/or gaming platforms.
-Flexibility on shift times and availability to work on weekends.
How to apply:
-Send us a message with the subject line ‘T&S Team Lead’
-Include a message describing why you’d like to work with us and how you’re a good fit for the role.
-Include a link to your CV/resume.
** All applications MUST follow the above instructions to be considered! **
APPLY FOR THIS JOB:
Company: Pocket Worlds
Name: Pocket Worlds
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