TrevorSpace Manager

  • People Management
  • Remote-Friendly
  • Remote, US (Remote)
  • This position has been filled

Website trevorproject The Trevor Project

This content was reproduced from the employer’s website on January 31, 2022. Please visit their website below for the most up-to-date information about this position.

Overview of the role

TrevorSpace is an affirming international community for LGBTQ young people ages 13-24. With over 400,000 members across the globe, users can explore their identity, get peer advice, find peer support, and make friends in a moderated community intentionally designed for them.
The TrevorSpace Manager is responsible for overseeing TrevorSpace Moderators and serving as the point of escalation for day-to-day issues and ensuring that all of our policies are being enforced; this includes assisting moderators with their responsibilities during high-volume times or when policies are uncertain and debriefing with moderators after challenging situations.  This person should serve as a subject matter expert on all things TrevorSpace, particularly when it comes to user trust and safety. In addition to supporting moderation of the site, they will be responsible for working with other TrevorSpace Moderator Supervisors and their manager to identify trends in user behavior, site issues, and policies/site features that may need to be adjusted. This role will require nights and weekend availability.

Who You Are

    • Builder. You’re someone who thinks strategically. You’re excited about the opportunity to take the status quo as just a starting point, then implement best practices and continually innovate.
    • Goal-oriented. You set big goals that are achievable, then focus on exceeding them.
    • Compassionate. You see conflict or antagonism as an expression of an unmet need, and seek to understand each person in a situation as a necessary component of conflict resolution.
    • Communicator. You can express yourself clearly, in your own voice, whether through written communication, instant messaging, or in meetings. You can convey complex ideas well to those who aren’t as familiar with them as you.
    • Collaborative. You understand that the best way to meet and exceed goals is through outstanding teamwork. When you have to do things on your own, you make sure to loop in other parties afterwards.
    • Flexible. You are comfortable navigating ambiguity and working through competing priorities.
    • Empowering. You want to see your team succeed, and proactively seek out ways to help them thrive in their roles.
    • Driven by Data. You enjoy developing and working with complex spreadsheets. You are an analytical and metrics-driven leader.
    • Culturally Humble. You approach communication with people from diverse cultures with respect and humility. You may even be bilingual although not required for this role.
    • Passionate. You care about LGBTQ youth. You care about saving lives. You want to come to work and feel inspired every day. You want to change the world.
    • Fun. The work we do is very serious, but that doesn’t mean we don’t have fun. We know how to have a good time and you should too.

What You’ll Do

    • Manage a team of community moderators and serve as an escalation point for policy enforcement
    • Oversee team operations, including hiring, training, management, and oversight of staff
    • Assist in revising, crafting, and implementing TrevorSpace policy on an ad hoc basis
    • Perform community management tasks and interact with users to help them use TrevorSpace.  Examples of these tasks include approving user clubs, processing account deletions, and responding to users on the site itself
    • Assist with moderation to keep the community fun, safe, useful, and affirming, including reviewing users and content that were flagged by other users for unwanted/unsafe behaviorProactively review public user content for potential violations of community guidelines
    • Thoughtfully and intentionally apply TrevorSpace guidelines to ensure community standards
    • Monitor TrevorSpace content for emerging risks and send digital resources to users posting content indicating suicidal ideation
    • Document and share user feedback and suggestions to improve the community, as well as trends/patterns among user conversation
    • Ensure protocol is followed on the documentation and reporting of activity on TrevorSpace, including escalating to our legal or communications team as needed
    • Respond to inquiries that come in within a timely manner
    • Work with emergency services to send support to youth in crisis
    • Facilitate discussion with users when appropriate
    • Other duties as assigned