Content Moderation Lead (Mumbai Based)

Content Moderation Lead

Location: Mumbai

Experience: 4–8 years (flexible based on fit)

Employment Type: Full-time

About the Role

We are looking for a Content Moderation Lead to own and scale our app’s Trust & Safety + Content Integrity function. This role will ensure the platform remains safe, positive, inclusive, and policy-compliant while supporting rapid community growth across creators, power users, and student communities.

You will be responsible for building moderation systems, defining policies, leading a moderation team/vendor, managing escalations, and improving moderation quality and turnaround times.

Key Responsibilities

1) Moderation Strategy & Execution

• Own end-to-end moderation across all content formats (posts, comments, messages, profiles, media, live interactions, etc.).
• Ensure fast and accurate review of content to maintain a safe user experience.
• Set up scalable moderation workflows for high-volume growth.

2) Policy & Guidelines Development

• Create and maintain platform policies and community guidelines including:
• hate/harassment/bullying
• explicit or adult content
• violence/self-harm
• misinformation/spam/scams
• impersonation/fake profiles
• copyright/IP violations
• Define enforcement actions: warnings, removals, temporary bans, permanent bans, appeals.

3) Escalations & Critical Incident Handling

• Handle high-risk escalations and sensitive cases with urgency and discretion.
• Coordinate with internal stakeholders (Product, Legal, Support, Growth) on complex issues.
• Create incident playbooks for crisis situations (viral abuse, brigading, spam attacks, etc.).

4) Moderation Operations & Team Leadership

• Build, train, and manage a moderation team (in-house and/or vendor).
• Create SOPs, QA processes, and training modules for consistent decision-making.
• Run regular audits and coaching sessions to improve accuracy and reduce errors.
• Manage shift planning and coverage for peak hours/events.

5) Tooling, Automation & Process Improvement

• Work with Product/Tech to build moderation tooling such as:
• reporting and flagging systems
• keyword and pattern detection
• auto-hiding and queue prioritization
• creator verification / risk scoring
• Improve moderation speed and efficiency through automation and better workflows.
• Build an escalation ladder and routing system (what gets reviewed first, by whom, and why).

6) User Reporting, Appeals & Transparency

• Own user reporting flows and ensure users feel heard and protected.
• Design appeal workflows and resolution SLAs.
• Ensure communication templates are clear, respectful, and consistent.

7) Quality Control & Metrics Reporting

• Track and report key moderation metrics, such as:
• average review turnaround time (TAT)
• accuracy and QA pass rate
• false positives / false negatives
• number of reports received vs actioned
• repeat offenders and ban effectiveness
• top violation categories and trends
• Share weekly/monthly insights with leadership to improve platform safety.

8) Cross-Functional Collaboration

• Work closely with:
• Community team (to protect healthy engagement)
• Product/Engineering (to improve tooling and reduce abuse)
• Legal/Compliance (where required)
• Support launches, campus drives, and creator campaigns by ensuring moderation readiness.

Other Tasks

• Build a Trust & Safety roadmap for the next 3–6 months
• Create a moderation playbook for creators, student communities, and ambassadors
• Run proactive abuse prevention programs (spam detection, account verification)
• Create category-specific policies (college groups, creator content, trending formats)
• Build “high-risk event readiness” (fests, campaigns, viral moments)

Skills & Qualifications

• 4–8 years experience in content moderation, trust & safety, risk ops, compliance, or community operations
• Strong understanding of online abuse patterns and platform safety
• Ability to make consistent judgment calls and manage sensitive situations
• Experience managing moderation teams/vendors is a strong plus
• Comfortable working with data, dashboards, and reporting
• Strong documentation skills (SOPs, training guides, policy writing)

Preferred Candidate Traits

• High ownership and calm under pressure
• Strong ethical judgment and fairness
• Process-driven, detail-oriented, and highly organized
• Comfortable operating in fast-moving, high-growth environments
• Good communication skills (especially for escalations and internal coordination)