Trust and Safety Associate (MENA)

About Pocket Worlds
We harness the power of virtual worlds and the metaverse to connect people. We build deep, rich virtual worlds that are social by design and last for decades. Our first world, Highrise, is a creative 2D isometric world where people make avatars, express themselves, and create deep friendships along the way. Over 10 million people have already joined the world of Highrise, and it's growing faster every day.We're a completely remote company with a diverse set of employees spanning 16 different countries. We are connected by a singular mission of building amazing games that bring our players together, and we live by our values, which you can read here.

About the Role
We’re looking for a logical thinker with a keen eye who is ready to help keep our application safe from all evildoers (and some semi-evildoers). As a Trust & Safety Agent, you’ll be responsible for ensuring our players follow our guidelines and taking appropriate action when they do not. You’ll also be responsible for removing unwelcome content and assisting players who may require help with issues related to our guidelines. This role primarily involves moderating player conversations in Arabic, including reviewing reports, chat logs, and user-generated content from Arabic-speaking regions. Along with our entire company, this role is fully remote and includes working night shifts.

As a Trust & Safety Agent, you will:

• Monitor our player report system and resolve player reports. These reports may contain extremely sensitive and NSFW content. This includes assisting Arabic-speaking players and ensuring culturally informed, context-appropriate moderation.
• Use CRM tools to respond to and resolve player reports.
• Provide feedback and suggestions on how to improve our Trust & Safety processes.
• Work closely with our Customer Support and Live-Operations teams to resolve challenging guideline violations or implement new Trust & Safety policies.
• Identify possible abuse vectors in new features and propose ways to mitigate or eliminate them.
• Interact directly with players via our dedicated channels to help resolve reports.
• Become part of an inclusive, multicultural, and multilingual Trust & Safety team working across the globe.

What we’re looking for:

• 1+ year of experience in Trust & Safety, content moderation, or a related field.
• A college degree.
• Fluency in both English and Arabic, with strong communication skills and the ability to interpret slang, dialect variations, and culturally contextual expressions.
• Experience working with technical systems such as CRMs, moderation systems, and admin panels.
• Interest in mobile gaming.
• Experience working and communicating in a fully remote environment.
• Availability to work both day and night shifts.
• Comfortable navigating challenges in a fast-paced, constantly evolving environment without compromising work quality.
• Familiarity with cultural norms and safety risks prevalent in Arabic-speaking regions.