About Pocket Worlds:
At Pocket Worlds, we are building bleeding-edge technology that enables creators to develop the next generation of social experiences. Our flagship platform, Highrise, is where millions of people express themselves, engage in shared experiences, and create deep friendships. Over 40 million people have already joined the world of Highrise, and it's growing faster every day. Through Highrise, we are connecting the world through shared community created experiences and realizing the positive potential of the internet.
About the Role
As a Trust and Safety Associate, you will be at the forefront of our efforts to maintain the integrity of our platform by ensuring user safety and fostering a positive and inclusive environment. Your primary responsibilities will include moderating user-generated content, handling escalations, responding to appeals, reviewing accounts, monitoring user environments, and ensuring adherence to community guidelines and safety policies.
This role requires strong decision-making skills, a deep understanding of Trust and Safety best practices, and the ability to handle sensitive content while maintaining resilience and professionalism. We expect you to be adaptable to shifting priorities and evolving challenges, proactive in identifying opportunities for improvement, and committed to building better systems and processes. We are seeking problem solvers who thrive in dynamic environments and are eager to contribute to the ongoing development of our Trust and Safety initiatives.
Responsibilities:
Escalation Handling: Respond to user reports and escalations, conducting detailed investigations and making decisions aligned with platform policies and procedures.
Policy Enforcement: Apply platform policies consistently, ensuring decisions are accurate, fair, and uphold our commitment to user safety and privacy.
Risk Assessment: Identify and mitigate risks such as inappropriate behavior, hate speech, harassment, bullying, or illegal activities, working closely with cross-functional teams when necessary.
Communication: Provide clear, professional responses to users or internal stakeholders regarding policy enforcement, violation decisions, and appeals.
Reporting & Documentation: Maintain accurate records of escalations, policy decisions, and identified trends, and provide feedback to improve tools, policies, and processes.
Trend Monitoring: Stay up to date with emerging trends, risks, and content patterns that may impact user safety, providing insights to help shape platform policy evolution.
Collaboration: Work closely with cross-functional teams, including Live Ops, Legal, Policy, Customer Support, Product, and Engineering, to develop strategies for improving our Trust and Safety initiatives.
Tool Use: Leverage internal tools for content review and tracking policy violations, and propose tool improvements to enhance efficiency and accuracy.
Shift Work: Availability to work morning, evenings, nights, weekends, and/or holidays as required.
Content Moderation: Monitor, review, and moderate user-generated content, including posts, comments, images, videos, and live streams, ensuring compliance with community guidelines and content policies.
Requirements:
Team Player: Excellent interpersonal skills, with the ability to work in cross-functional teams and build collaborative relationships.
Strong Communication Skills: Ability to articulate decisions and handle sensitive issues professionally and with empathy.
Decision-Making: Experience in making high-quality, timely decisions in a fast-paced environment with limited information.
Resilience: Ability to handle distressing or sensitive content in a composed and objective manner.
Attention to Detail: Strong analytical skills to detect patterns, inconsistencies, or trends in content violations or escalations.
Adaptability: Willingness to adjust quickly to changing priorities, new challenges, and evolving platform needs.
Solution-Oriented: Strong ability to take ownership of tasks, executing them efficiently and independently while meeting deadlines and service level agreements (SLAs).
Multilingual: Native or near-native English proficiency required. Additional languages (Portuguese, Spanish, Arabic, Turkish, Persian/Farsi, Russian, etc.) are a plus.
Work Environment: Ability to maintain a private, home-working space with reliable high-speed internet and computer access.
Bonuses:
Bachelor’s Degree: Hold a degree in a relevant field (e.g., communications, psychology, criminal justice, etc.) or equivalent experience in content moderation, trust, and safety.
Content Moderation Experience: Experience in Trust and Safety operations or similar roles, preferably within social media, gaming, or tech industries.
Familiarity with Trust and Safety: Knowledge of platform policies, community standards, moderation tools and processes, as well as global content moderation challenges.
Knowledge of Legal and Regulatory Requirements: Familiarity with laws and regulations related to online content, privacy, and safety.
Tool Proficiency: Experience using moderation tools, CRMs, and other technical systems.
Why work with us:
Impact: Your work will directly affect millions of users around the world.
Growth: Your growth isn’t capped by a career ladder. Show us you can deliver the impact, and we’ll respond with recognition and reward.
Elite team: You’ll be a member of a small and elite team with a lot of freedom to go after opportunities you identify.
Culture: High trust, high intensity, low process and bureaucracy. We pride ourselves in being a Silicon Valley startup with a laser focus on the mission, and we’ll happily remove all roadblocks in your path to success.
Office and team: Directly work with the cofounders in our office located in Downtown Austin.
Pocket Worlds Core Values:
Benefits (US Only):
Meaningful equity - we’re here to do amazing work, and we share in our wins together.
Equipment allowance - choose what you need to work at your best.
Healthcare, 401k / pension (US only)
Unlimited PTO.
Education/Training stipend - we've set aside a budget for every employee to continue to learn and grow their skills.
Pocket Worlds is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.
Any communications from Pocket Worlds will only come from an @pocketworlds.com or @everskies.com domain. If you receive any communications, offers, etc. from any other domain, it is likely a scam.
