Community Moderation Manager


SCRATCH FOUNDATION

Company Description

ABOUT SCRATCH…

Scratch is a creative programming language and online community for children and teens. ScratchJr is a stand-alone app for younger children. Children around the world use Scratch and ScratchJr editors to create their own interactive games, stories, and animations — share their creations with one another. In the process, they learn to think creatively, reason systematically, and work collaboratively. Last year, more than 30+ million children and teens around the world created projects with Scratch.

In 2019, we moved our team out of the MIT Media Lab after 15 years, and into the Scratch Foundation, a new 501(c)(3) nonprofit.  We’re transitioning out of an academic environment and into an independent nonprofit organization at a moment when children are being asked to learn and socialize online. As an organization, we’re focused on centering marginalized children, investing in our online community, developing our team, scaling our infrastructure, and improving data privacy, interoperability, and In-school experience.

We’re looking for a diverse pool of applicants, including those from historically marginalized backgrounds, to join our team of 50 educators, designers, and engineers, and help us steward our community through this work.

Job Description

At this important stage in its growth, the Scratch Foundation is looking for an experienced manager to take on the leadership of our Moderation Appeals process, where users who have been blocked from the service can find a pathway back to being a constructive member of the Scratch Community.

The Community Moderation Manager will assist with developing standard policies and messaging, hiring and training moderators, mentoring team members, serve as an escalation path, assist with moderation and responding to appeals from children, and ensure the quality of work performed by the team.

  • Work closely with the Director of Community Operations and Human Resources to recruit, hire, and train new team members.
  • Work with the Scratch Community Moderators to review blockedusers, projects, studios, and comments for appropriateness on the Scratch website.
  • Share ownership of the appeals process, ensuring it has policies and standards which are consistent with Scratch’s mission and values.
  • Ensure fairness and consistency in the way appeals are handled, striking a reasonable balance between allowing members who have violated guidelines to return to using the service while also recognizing when someone is likely to be disruptive to other members of the service.
  • Develop training and workshops for moderators to build knowledge and consistency, especially around sensitive, subjective, and context relevant content.
  • Resolve or identify and notify key stakeholders about issues which have been escalated by Community Moderators.
  • Work with the broader Scratch Team on a variety of projects to support the continued growth and development of the service.

Qualifications

STRONG PREFERENCE FOR

  • 2 or more years of experience of managing and/or training a remote team.
  • Excellent communication and writing skills.
  • Exceptional attention to detail, time management, and organization skills.
  • Ability to see issues from a variety of perspectives.
  • Comfort working and collaborating with others in a remote environment.
  • Ability to research, interpret varied or ambiguous data, and apply excellent judgment to a wide range of situations.
  • Ability to remain calm and effective under pressure.
  • Willingness to travel to Boston occasionally (~2-4 times per year) to spend time with team members in Scratch HQ and participate in events such as Scratch Day or Scratch Conferences.
  • U.S work authorization.
  • Some availability on nights and weekends.
  • Passionate about creating an equitable and safe environment for children to learn, develop, and express themselves!

NICE TO HAVE

  • Experience with multicultural moderation, trust & safety, moderation, social media management, technical support, or high-volume customer service.
  • Ideally a high level of knowledge of multiple cultures, or some familiarity with global cultures and languages.
  • Bachelor’s degree in a relevant field or equivalent work experience.
  • Experience working with children.

Additional Information

The Scratch Foundation is an equal opportunity employer. Scratch welcomes people of all ages, races, ethnicities, religions, abilities, sexual orientations, and gender identities. We especially encourage historically marginalized identities to apply.

All your information will be kept confidential according to EEO guidelines.

To apply for this job please visit jobs.smartrecruiters.com.

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