IRL is the leading group messaging social network that brings people together through events and shared experiences. With its wide range of in-app offerings, including personalized event suggestions using artificial intelligence, calendar integrations, messenger and private group pages, IRL deepens everyone's ability to connect through organic community-building and engaging social interaction. 

Based on humans' natural group orientation and essential need to communicate, especially in the post-COVID era, IRL is building the future of interaction by translating these inherent needs onto one platform and encouraging users to do more together.

IRL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Our benefits for U.S. employees:
  • IRL pays 99% of the monthly premium for platinum and gold PPO medical insurance, plus vision and dental coverage, for employees and their spouses, partners & children.
  • All employees receive 25 days of Personal Time Off every calendar year plus 5 Floating Holidays.
  • Sick leave honor system: Employees can take up to 2 consecutive days per illness without having to take PTO.
  • Remote Work Set Up Stipend for new employees of up to $7,500 for engineers and $5,000 for non-engineers.
  • All-Purpose Stipend of $4,800 per year for ongoing remote work expenses plus an incredible range of products and services.
  • Celebrations Stipend: Employees may receive up to $1,200 per year for personal and family events planned through the IRL app.
  • Student Loan Repayment: IRL will contribute up to $437.50 per month, with a maximum lifetime benefit of $31,500, for the repayment of employee student loans.
  • Professional Development: IRL will contribute up to $3,000 annually, with a maximum lifetime benefit of $12,000, for expenses associated with employee professional development.
  • 401(k) Retirement Plan (coming Fall 2021) with 100% match on up to 6% of employee salary.

IRL’s Trust & Safety Team is looking for a lead for our newly formed content moderation and user support function. We work to help us make IRL the safest platform for people to discover, connect, and converse and support our users through their product journey. This position is perfect for someone with deep expertise in content moderation, user support, product operations, content safety investigations, or online community management with a focus on safety and support. You will join a growing platform and play an integral part in helping to set the overall safety direction and vision. In this position, you will report to the Head of Trust & Safety and work cross functionally with several teams: legal, product, operations, growth, engineering, AI, data, partnerships etc.

Day-to-day responsibilities include: 

  • Own the creation and implementation of content moderation processes, training, and tools. Including the operationalization of content moderation policies and the systems to ensure content is reviewed in a timely and accurate manner.
  • Help assess technology solutions to aid in content moderation, scaled support and, and support the creation of internal tools related to both.
  • Take the lead on the efforts to create a support center, processes, strategy, knowledge base, and macros. 
  • Define and manage support objectives and key performance indicators that create a world-class experience for our users. 
  • Be the primary point of contact for content moderation decisions and escalations. 
  • Stay on the cutting edge of new abuse trends both on IRL and generally within the UGC content space. 
  • Support users by handling inbound requests from them related to safety and privacy. 

You should apply for this role if you have the following qualifications: 

  • You have 7+ years of experience in content moderation, user support, or product operations. 
  • You have operational expertise and the ability to build systems and processes that scale.
  • You have strong problem solving and investigative skills, you possess a keen desire to dig deep on issues, understand the root cause and work cross functionally to design solutions.
  • You are curious about and comfortable with basic data analysis and have the ability to draw insights and action items from data (both raw data and data trends) 
  • You are a creative problem solver who likes to think of innovative solutions to thorny safety issues but who can also build things in a scalable fashion.
  • You possess a deep understanding of the internet, technology, social media issues. 

Success after 3 months would include objectives like:

  • A deep understanding of IRL’s app, trust and safety and content moderation processes and issues we need to solve
  • Creation of a detailed plan for user support and content moderation strategies we should implement 

Success after 6 months would include objectives like:

  • Implement version one of the content moderation strategy
  • Develop user support process and identify external tools to deliver on your vision
  • Take the lead on the efforts to create a support center, processes, strategy, knowledge base, and macros.  

Success after 12 months would include objectives like:

  • Launch a full user support process 
  • Develop metrics to measure the success of both the moderation and support programs. 

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