Assistant Project Manager

ModSquad is seeking a motivated and operationally savvy Assistant Team Manager to support high-impact social media moderation and community management projects for leading global brands. The role involves supporting daily operations, quality assurance, team support, community engagement, and client communication in a remote environment.

Location: United Kingdom

Responsibilities

• Support the Project Manager in executing daily operations for social media moderation and community management projects.
• Assist in onboarding/offboarding moderators, leads, and contractors across diverse platforms and communities.
• Help manage real-time coverage needs, shift scheduling, and Mod grouping based on engagement trends and project forecasts.
• Monitor Slack and other project communications to provide real-time support to moderators and flag/escalate issues as needed.
• Maintain detailed documentation, including schedules, SOPs, escalation logs, and project compliance trackers.
• Track daily performance metrics, productivity data, and QA outcomes to support project health and insights.
• Assist with enforcing brand voice, tone, and platform-specific moderation rules across Reddit, Discord, Facebook, Instagram, TikTok, X/Twitter, forums, and other platforms.
• Proactively flag trends, sentiment shifts, or engagement anomalies to PMs and clients.
• Contribute to the refinement and evolution of moderation and engagement playbooks.
• Partner with Leads and Mods to ensure consistency in community responses, moderation decisions, and audience experience.
• Conduct QA reviews and shadowing sessions to assess performance and consistency.
• Deliver feedback and coaching to employee moderators and provide operational guidance to contractors.
• Assist in conducting 1:1s, performance check-ins, and team meetings that focus on continuous improvement and operational excellence.
• Identify opportunities to improve training materials, SOPs, and onboarding practices.
• Help prepare reports and updates for clients, including KPIs, performance trends, and escalation summaries.
• Join client calls as needed to represent real-time team performance, operational updates, and project insights.
• Assist with QBR preparation and contribute to client strategy sessions by providing on-the-ground perspective and community trend analysis.
• Build rapport with clients and represent their expectations internally to ensure project alignment.

Requirements

• 2+ years of experience in social media moderation, community management, or support operations.
• Strong familiarity with digital communities and platforms such as Reddit, Discord, Instagram, Facebook, X/Twitter, TikTok, and forums.
• Understanding of moderation strategies, community standards, brand voice, and trust & safety protocols.
• Experience working in remote, fast-paced environments with distributed teams.
• Strong communication and organizational skills; able to juggle multiple priorities with attention to detail.
• Proficient in tools such as Zendesk, Sprinklr, Asana, Khoros, Trello, or similar (preferred).
• Passion for online communities, digital culture, and audience engagement.