Customer Service & Community Moderation Intern/Apprentice

About Us

ListeningDiary is an emotional support platform connecting people with trained volunteers and professional listeners, alongside moderated community spaces. We're looking for a detail-oriented, empathetic intern/apprentice to help keep our community safe and our users supported.

Role Overview

You'll be the first point of contact for user queries and a key part of keeping our community chat rooms safe, respectful, and welcoming. This role suits someone who's calm under pressure, has strong judgment, and cares about online safety and mental health.

Responsibilities

• Respond to customer support queries via email/chat (account issues, billing questions, general platform help)
• Monitor community chat rooms for guideline violations (harassment, profanity, inappropriate contact-sharing, bullying)
• Review flags raised by our AI moderation system and take appropriate action (warnings, mutes, escalation, suspension)
• Escalate any messages indicating a user may be in crisis or at risk to the appropriate internal contact immediately
• Keep records of moderation actions and help refine our safety guidelines over time
• Provide feedback on recurring issues or patterns to help improve the platform

What We're Looking For:

• Excellent written communication skills and a calm, empathetic tone
• Strong judgment and ability to handle sensitive situations with discretion
• Comfortable working independently and following escalation protocols
• Interest in mental health, online safety, or community moderation is a strong plus
• No specific degree required — we care more about maturity, reliability, and judgment
• Must be comfortable with flexible/part-time hours, including some evening/weekend coverage

What You'll Gain:

Real experience in customer service, trust & safety, and community moderation for a growing platform

Direct mentorship from the founding team

Flexible, remote-friendly working arrangement

To Apply

Send a short cover note and CV to info@listeningdiary.com, telling us why online safety/mental health support matters to you.