At a Glance
- Tasks: Lead a team of moderators, ensuring community safety and engagement through effective coaching.
- Company: Join a dynamic team at Airbnb, shaping community standards and moderation practices.
- Benefits: Flexible working hours, remote options, and opportunities for professional growth.
- Other info: Location independent role with potential travel to London and a supportive team culture.
- Why this job: Make a real impact on community safety while developing your leadership skills.
- Qualifications: Experience in content moderation or customer service, with strong people management skills.
The predicted salary is between 45000 - 55000 € per year.
About The Role
We’re looking for an experienced Moderation Lead to take ownership of the day‑to‑day operation of the Community Center moderation function. This is a hands‑on leadership role: you’ll manage a small team of moderators, own the operational rhythm of the programme, and act as the primary point of contact between the moderation team and Airbnb stakeholders. This role sits at the intersection of people management, operations, policy, and community — and requires someone who is equally comfortable coaching a team member through a difficult moderation call as they are presenting programme health metrics to a senior stakeholder.
Responsibilities
- Team Management
- Manage and develop a small team of content moderators – providing regular 1:1s, meaningful feedback, and coaching that sustains motivation and performance.
- Coach the team on nuanced guideline application – helping moderators build the judgement to strike the right balance between community safety and keeping hosts genuinely engaged.
- Actively build team culture and psychological safety – creating an environment where moderators feel comfortable surfacing difficult calls, discussing hard content, and supporting one another across a shift‑based working pattern.
- Own the team’s training programme – designing and delivering calibration sessions, ensuring new moderators are onboarded effectively, and keeping the team aligned as guidelines and policy evolve.
- Continuously improve workflows, tooling, and processes to maintain quality and throughput as content volume grows — ensuring operational capacity scales without requiring headcount increases.
- Operations & Process
- Own the operational health of the moderation programme: SLA tracking, queue management, throughput, and quality metrics.
- Identify process gaps and drive improvements to workflows, tooling, and documentation — including evaluating and embedding AI‑assisted moderation tools where they can meaningfully reduce manual load or improve consistency.
- Manage escalation paths for complex or sensitive content, ensuring the right cases reach the right teams promptly.
- Produce clear, actionable reporting that gives Airbnb stakeholders visibility into programme health and emerging trends.
- Act as the operational voice of the moderation team with Airbnb's tooling teams — identifying gaps, influencing the product roadmap, and ensuring the team has what it needs to do the job well.
- Stakeholder Liaison
- Serve as the primary operational contact between the Standing on Giants moderation team and Airbnb’s internal teams (Community, Trust, Policy, Legal, CS).
- Attend regular check‑ins with Airbnb stakeholders and come prepared with data, examples, and recommendations.
- Translate internal policy or product changes into clear, actionable guidance for the moderation team.
- Flag emerging community trends, recurring content patterns, or policy ambiguities to the relevant Airbnb owners.
- Escalate high‑priority or sensitive issues — including safety, discrimination, and PR‑risk content — through the correct channels and with appropriate urgency.
- Policy Application
- Develop a deep working knowledge of Airbnb’s community standards, moderation playbook, and relevant regulatory requirements (DSA, UK Online Safety Act, GDPR).
- Own the consistent application of moderation policy across the team, identifying where guidelines are unclear and working with policy stakeholders to resolve ambiguity.
- Review and quality‑check moderation decisions, identifying patterns in errors or edge cases that indicate a need for guidance updates.
- Support the development and maintenance of the moderation playbook, contributing real‑world examples and operational learnings.
- Ensure the team is kept up to date with policy changes and that refresher training is delivered as needed.
Required Skills & Experience
- Previous experience leading or supervising a content moderation team, customer service, trust & safety operation, or similar function.
- Strong understanding of content moderation principles, including handling of sensitive, harmful, or regulated content categories.
- Confident people manager: you know how to give feedback well, build team morale, and support people doing emotionally demanding work.
- Operationally rigorous: you track what matters, spot problems early, and drive continuous improvement without being asked.
- Clear, professional communicator — both in written reporting and in verbal stakeholder conversations.
- Comfortable working within structured escalation frameworks and across multiple internal teams.
Nice to have
- Experience working within a community platform, social platform, or user‑generated content environment.
- Familiarity with Salesforce or similar case management / CMS tooling.
- Working knowledge of DSA, UK Online Safety Act, or other online platform regulatory frameworks.
- Experience in a contractor or outsourced delivery context, working closely with a brand‑side client team.
- Multilingual capability (the programme is expanding to multilingual content in later cohorts).
Working Arrangements
This core hours of this role will be 10am‑6pm GMT, but the role requires availability across the moderation team's shift‑based schedule (Monday‑Friday 5am‑1pm GMT and 5pm‑1am GMT, with weekend coverage 2pm‑10pm GMT) in order to support the team if required and occasionally cover shifts (with days off in lieu). The role is location independent, with regular travel to London. Criminal and financial background checks will be conducted on the successful candidate.
Moderation Lead employer: Standing on Giants
As a Moderation Lead at Airbnb, you will thrive in a dynamic and inclusive work culture that prioritises employee well-being and professional growth. With a focus on team development, you will have the opportunity to lead a dedicated group of moderators while implementing innovative processes that enhance community safety and engagement. The role offers flexibility with location independence and regular travel to London, making it an ideal environment for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Moderation Lead
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend events, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to moderation and team management. Role-play with a friend or use online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've managed teams, handled difficult situations, and improved processes. This will demonstrate your fit for the Moderation Lead role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Moderation Lead
Some tips for your application 🫡
Show Your Leadership Skills:In your application, make sure to highlight any experience you have in managing teams. We want to see how you've motivated and developed others, especially in challenging situations. Share specific examples that demonstrate your ability to lead effectively!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what really matters. Make sure your key achievements and skills stand out — we want to see what makes you a great fit for the role!
Know the Community Standards:Familiarise yourself with Airbnb’s community standards and moderation policies before applying. Show us that you understand the importance of these guidelines and how you can contribute to maintaining them. This will demonstrate your commitment to the role and the community!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to showcase your enthusiasm for joining our team at StudySmarter!
How to prepare for a job interview at Standing on Giants
✨Know Your Stuff
Make sure you have a solid understanding of Airbnb’s community standards and moderation policies. Brush up on the DSA, UK Online Safety Act, and GDPR. Being able to discuss these regulations confidently will show that you're serious about the role.
✨Showcase Your People Skills
As a Moderation Lead, you'll be managing a team, so highlight your experience in people management. Prepare examples of how you've coached team members through tough situations or improved team morale. This will demonstrate your ability to lead effectively.
✨Be Data-Driven
Come prepared with examples of how you've used data to drive improvements in previous roles. Discuss any metrics you've tracked and how you've used them to enhance operational health. This will show that you can manage the operational aspects of the moderation programme.
✨Prepare for Stakeholder Conversations
Since you'll be liaising with various internal teams, practice articulating complex ideas clearly and concisely. Think of scenarios where you've had to translate policy changes into actionable guidance for your team. This will highlight your communication skills and operational insight.
