Job Description
Join our dynamic team as a Senior Chat Moderator and become the guardian of vibrant online communities. We're seeking detail-oriented professionals to ensure safe, inclusive digital spaces while fostering positive user interactions. This remote role offers the flexibility to work from Jacksonville while making a global impact. You'll leverage your communication skills to maintain brand standards and resolve conflicts with empathy and precision.
At CommunityGuard Solutions, we value our remote team members with competitive benefits, including health insurance, flexible scheduling, and professional development opportunities. If you're passionate about digital wellbeing and thrive in collaborative environments, this is your chance to grow your career in community management.
Responsibilities
- Monitor and moderate real-time chat channels across multiple platforms including Discord, Slack, and proprietary forums
- Enforce community guidelines with consistent, fair judgment while documenting policy violations
- De-escalate conflicts and mediate disputes between users using de-escalation techniques
- Collaborate with product teams to identify trends and suggest improvements to moderation tools
- Train junior moderators on best practices and platform-specific protocols
- Generate weekly reports on moderation activities and community health metrics
- Respond to user inquiries within 15-minute SLA during peak hours
Qualifications
- 3+ years of experience in community moderation or customer support roles
- Proficiency with moderation tools (e.g., Discord MEE6, Nightbot, or equivalent)
- Exceptional written communication skills with neutral, professional tone
- Ability to work independently in a remote environment with minimal supervision
- Strong conflict resolution and crisis management abilities
- Familiarity with US digital communication laws and platform policies
- High school diploma or equivalent; bachelor's degree in communications preferred
- Available to work flexible hours including evenings and weekends