Senior Community Manager in Cardiff

Company Overview: Established in 2001, Nexus Mods is the largest video game modding platform on the internet—a household name in the PC gaming ecosystem. With over 65M registered members, 750K mods for 3,500 games, and 18B mod downloads, we’re currently focused on product modernisation, driving growth, and building infrastructure for the next 10 years of community‑powered modding.

Role Overview: We’re seeking a Moderation Community Manager to keep our community safe, welcoming, and creator‑friendly at a global scale. You’ll be directly responsible for moderation of the site, communicating clearly with users, applying policies consistently, leading initiatives, mentoring peers, and driving improvement. You’ll collaborate with Volunteers, Support, Product, and Engineering to improve processes, identify potential issues, lead initiatives that reduce toxicity, promote positive interactions, and ensure community standards are consistently upheld across the site. This role is ideal for someone with deep experience in online safety and moderation, exceptional judgment, and a strong understanding of player behaviour and digital community dynamics. The shift schedule will be: Sundays to Wednesdays. Salary: £35,000 to £45,000 (depending on experience). Remote within the UK or based in our offices in Exeter, UK.

Responsibilities

• Community: Own development and refinement of community guidelines, moderation policies, and enforcement frameworks. Apply community guidelines and policy consistently, documenting clear decisions and supporting evidence. Handle user‑facing communication for sensitive issues (harassment, impersonation, IP disputes) professionally and in accordance with company policy and guidelines. Identify emerging risks around major game launches, cultural flashpoints, or feature changes, and flag them early with proposed mitigations.
• Moderation Operations: Work through moderation queues: prioritising, triaging, actioning, and resolving cases with accurate notes and audit trails. Manage, monitor and aid volunteer moderators in maintaining high standards across the site. Be a trusted voice in sensitive player communications, particularly around bans, appeals, or broader community concerns. Follow escalation paths for complex or high‑impact cases. Track key operational metrics (queue health, SLA attainment, appeal outcomes) and propose iterative process improvements. Contribute to and maintain clear SOPs, playbooks, and documentation.
• Collaboration & Communication: Provide mentorship and guidance to other Community Managers and Customer Support Specialists. Partner with Support on edge cases and user education; contribute to FAQs and help‑centre wording. Lead incident management and escalation workflows for community crisis or high risk events (spam waves, brigading) and help create possible improvements.

Requirements

• Proven experience in online moderation, community management or trust & safety (UGC or gaming community preferred); comfortable reviewing sensitive content.
• Deep knowledge of high‑volume community platforms or forums, and moderation tooling.
• Proven track record of developing and enforcing community or content policies at scale.
• Excellent communication, conflict resolution, and cross‑functional leadership skills.
• Ability to handle sensitive, high‑pressure situations with discretion and care.
• Familiarity with regulatory considerations (GDPR, COPPA, OSA) and online harm prevention best practices.
• Familiarity with gaming/modding culture, IP considerations, and ensuring legal compliance.
• Experience training and mentoring moderators and volunteers.

Benefits

• This position can be remote within the UK or based in our offices in Exeter, UK.
• We are unable to sponsor international visas.
• We work a 4‑day week of 32 hours, with no reduction in pay.
• An allowance of 25 € each month to spend on video games.
• Employee Assistance Programme.
• Private BUPA healthcare for you and your family.
• A very flexible training budget.
• Regular social events throughout the year. Participation is optional.
• We celebrate diversity and want you to bring your whole self to work. Supporting an incredible community of tens of millions of users, we thrive on engaging as many views as possible to improve our platform.