Lead, Community Moderation

#TeamNextdoor

Nextdoor (NYSE: KIND) is the essential neighborhood network. Neighbors, public agencies and businesses use Nextdoor to connect around local information that matters in more than 340,000 neighborhoods across 11 countries. Nextdoor builds innovative technology to foster local community, and brands and businesses of all sizes use Nextdoor’s proprietary advertising platform to engage with neighborhoods at scale. Download the app and join the neighborhood at nextdoor.com. 

Meet your Future Neighbors

Nextdoor is proud to support over 210,000 active, volunteer moderators in the 11 markets where we operate. We are looking for a highly analytical Community Moderation Lead to join our team and drive strategic initiatives to scale and enhance community moderation and engagement.

The Community Moderation Lead will play a pivotal role in implementing and managing community-focused initiatives designed to improve the moderation program.

At Nextdoor, we offer a warm and inclusive work environment that embraces a hybrid employment model, blending an in office presence and work from home experience for our valued employees.  

The Impact You’ll Make

This role requires a data-driven approach to understand user behaviors, identify trends, and develop strategies that promote positive interactions and community engagement. The ideal candidate will possess strong analytical skills, experience building scalable systems, a deep understanding of social media dynamics, and a passion for fostering online communities.

Key responsibilities include:

Program Development and Management:

• Develop a strong vision with an eye toward scalability and quality 
• Maintain direct oversight and day-to-day management of our community moderation program
• Develop strategies to increase user participation and retention
• Serve as “the face” of Nextdoor to our moderators; foster positive interactions and relationships within the community
• Develop and implement an educational program to introduce best practices in community moderation and ensure understanding of community guidelines
• Develop, organize, and maintain resources including written & video content, virtual events, and educational material
• Engage with the community to understand needs and expectations, fostering a safe and inclusive environment for all participants

Data Analysis and Reporting:

• Identify key metrics and KPIs to measure community moderation engagement and quality
• Collaborate with data science teams to refine data collection and analysis methods
• Surface actionable insights to our cross functional partners
• Analyze incident trends and data to identify areas of opportunity, driving improvements to policies, products, and procedures, including incident response

Cross-functional Collaboration:

• Work closely with product, policy, marketing, and customer support teams to align community programs with overall business objectives and to improve moderation tooling and measurement 
• Partner with global Community Managers & Country leads to align programs, find efficiencies, and ensure moderators globally are appropriately supported 
• Advocate for our moderator population with Product and Policy teams to ensure cohesive go-to-market plans and communication

Continuous Improvement:

• Stay current with industry trends and best practices in community management
• Implement feedback loops to continuously improve community moderation programs and strategies
• Experiment with innovative approaches to enhance the moderation experience
• Partner closely with Nextdoor Support, in order to improve the support experience for neighborhood moderators who are interacting with our agents

What You’ll Bring To The Team

You have:

• At least 7-10 years of direct experience working with online moderators, and developing scalable community moderation systems 
• Strong analytical skills with experience in data-driven decision-making
• Proficiency in data analysis tools (e.g., Excel, SQL, Looker) and community management platforms
• Exceptional written and verbal communication skills, along with a comfort with being on video calls and speaking on webinars to an external audience
• Community crisis management experience and the ability to maintain calm and methodically identify issues, develop solutions, and communications to large internal and external audiences 
• Demonstrated ability to build out community programs and education with the ability to measure programs to quantify impact for the business
• Experience collaborating with cross-functional teams to develop customer feedback loops, pre-launch roadmap communication, and go to market communication plans
• A bias towards action, and the ability to work autonomously on multiple work streams
• A team-oriented mindset, and the ability to work with a wide range of individuals across different locations and time zones
• Flexibility, and the ability to navigate a fast-paced, often changing environment
• Weekend and/or holiday availability may be required

Even better:

• Experience in training development and facilitation
• Experience with basic video editing, and other content creation tactics

Rewards

Compensation, benefits, perks, and recognition programs at Nextdoor come together to create our rewards package. Total compensation will vary depending on your relevant skills, experience, and qualifications.

The starting salary for this role is expected to range from $155,000 to $200,000 on an annualized basis, or potentially greater in the event that your 'level' of proficiency exceeds the level expected for the role. Compensation may also vary by geography.

We expect to award a meaningful equity grant for this role. With equal quarterly vesting, your first vest date will take place within the first 3 months of your start date.

When it comes to benefits, we have you covered! Nextdoor employees can choose between a variety of health plans, including a 100% covered employee only plan option, and provide a OneMedical membership for concierge care.

At Nextdoor, we empower our employees to build stronger local communities. To create a platform where all feel welcome, we want our workforce to reflect the diversity of the neighbors we seek to serve. We encourage everyone interested in our mission to apply. We do not discriminate on the basis of race, gender, religion, sexual orientation, age, or any other trait that unfairly targets a group of people. In accordance with the San Francisco Fair Chance Ordinance, we always consider qualified applicants with arrest and conviction records.

For information about our collection and use of applicants’ personal information, please see Nextdoor's Personnel Privacy Notice, found here.