Freelance Community Moderator, 6 months project

Freelance Community Moderator, 6 months project

Support - Berlin, Deutschland (Hybrid)

We’re looking for a Freelance Community Moderator for a project-based engagement to help us scale and establish our new Clue Community feature, keeping it safe, kind and true to what it’s for.

Clue Community is an anonymous, in-app space where people can connect with others who understand and support them. It's peer support: members do most of the talking, answering and reassuring. The job is to make that possible and keep it safe. Some days that means stepping in. Most days it means knowing when to stay out.

The community covers some of the most emotionally loaded health experiences there are, including years long struggles before getting diagnosed, loss and fertility treatment. You'll read hard posts, make careful calls and write replies that sound like a real person, not a brand.

Project scope

Moderation and safety

• Check the community and review flagged posts and comments, and act in line with the and guidelines.
• Decide when to stay out, comment, move a post to the right group, remove content or ban a member, and always give members a clear reason.
• Protect anonymity: remove anything that could identify a member or someone else, and escalate possible GDPR issues.
• Keep clinical advice and unverified health claims out of the community, including in members' replies.
• Follow the crisis protocol when a member may be at risk: leave the post up, escalate straight away and post the approved reply once.
• Escalate unclear cases, appeals and threats
• Log every removal, ban and monitoring decision in the shared moderation sheet.

Member replies

• Understand and follow the community guidelines when moderating the forum.
• Write replies in Clue's voice when a moderator comment is the right call.
• Point any questions to Customer Support or other teams when needed
• Pass feedback to the Product team and Science team.
• Sharing the collected learnings and observations for further development of the feature.