Player Experience and Safety Lead

About the Company

Everskies is an online pixel doll platform for Gen Z, with a community that values creativity and expression. Keeping it safe and inclusive is a big part of how we operate.

Responsibilities

• Own and enforce Everskies’ Rules of Conduct, punishment framework, and escalation policies
• Keep up with platform safety trends and issues affecting Gen Z communities (minor safety, harassment, hate speech, etc.)
• Audit agent decisions for consistency and accuracy
• Spot emerging risks early and suggest policy or process changes
• Work with the product team on safety-related features and improvements
• Monitor queue health, response times, and overall support quality
• Review agent tickets and provide direct, useful performance feedback
• Write and maintain support docs, SOPs, and agent guides
• Lead the Player Experience and Safety Team through regular check-ins, QA reviews, and coaching
• Synthesize community frustrations and platform vulnerabilities into data-driven reports for Product Managers

Requirements

• Experience managing or supervising a team, including providing performance feedback
• Knowledge of Trust & Safety and content moderation
• Knowledge of online safety issues affecting younger users (minors, harassment, predatory behavior, mental health content)
• Demonstrated commitment to fair and inclusive moderation and diversity/inclusion principles
• Strong written and verbal English
• Ability to work remotely across different time zones

Preferred Qualifications

• Background in gaming, social, or creative platforms
• Experience writing policy or internal documentation
• Familiarity with support tools like Zendesk or Intercom
• Familiarity with GDPR, privacy and data laws, or CyberTipline reporting