// Open Role at Pocket Worlds
Everskies is an online pixel doll platform for Gen Z, with a community that values creativity and expression. Keeping it safe and inclusive is a big part of how we operate.
We’re hiring a Player Experience and Safety Lead. This team covers reports and support tickets, and the lead role owns both. At the core, we’re looking for someone who can act as the internal voice of the community. They should excel at spotting patterns, surfacing actual player issues, and turning that into clear, useful reports that we act upon, ensuring health of our platform and safety of our users.
Own and enforce Everskies’ Rules of Conduct, punishment framework, and escalation policies
Keep up with platform safety trends and issues that affect Gen Z communities (minor safety, harassment, hate speech, self-harm, etc.)
Audit agent decisions for consistency and accuracy, and flag anything that doesn't meet standard
Spot emerging risks early and suggest policy or process changes before things escalate
Work with the product team on safety-related features and improvements
Keep an eye on queue health, response times, and overall support quality
Review agent tickets and give direct, useful feedback on their performance
Write and maintain support docs, SOPs, agent guides, and notice patterns in support volume to bring relevant findings to the product team.
Build a collaborative team environment where T&S and Support aren't two separate silos, but one unit that stays updated on each other's work, provides cross-functional support, and teaches relevant skills.
Lead the Player Experience and Safety Team through regular check-ins, QA reviews, coaching, and be the go-to for complex or sensitive cases.
Bridge the gap to Product by synthesizing community frustrations, trending issues, and platform vulnerabilities into clear, data-driven reports, giving PMs the direction and concise updates where they need to act
You pay attention to what's happening in the world, especially online and in spaces Gen Z cares about, and keep a pulse on platform health and community sentiment, staying engaged even when things get turbulent or noisy.
You solve problems and exercise good judgment in the community's best interest, taking initiative on ambiguous situations and making firm, contextual calls when the standard script doesn't cover it.
You have high standards and aren't afraid to enforce them, communicating direct, constructive, and clear critique when an agent isn't meeting performance standards.
You stay organized and communicate well, keeping proper documentation, writing updates, creating actionable feedback, and building processes where they don't yet exist, being a guide that leadership can depend on
You're a team player who leads without being above rolling up your sleeves with the rest of the team
Experience managing or supervising a team, including providing performance feedback
Knowledge and/or experience when it comes to Trust & Safety and content moderation
Knowledge of online safety issues that affect younger users (minors, harassment, predatory behaviour, mental health content)
Diversity and inclusion training or a real, demonstrated commitment to fair and inclusive moderation. You should understand how the same policy can land differently across different communities
Strong written and verbal English
Comfortable working remotely and across time zones
Background in gaming, social, or creative platforms
Experience writing policy or internal documentation
Familiarity with support tools like Zendesk or Intercom
Familiarity with GDPR, privacy and data laws, CyberTipline reporting, or other minor safety frameworks
A role with real ownership
A small team that moves fast and gets things done
Remote and flexible working
The chance to genuinely shape how a Gen Z community stays safe
We’re building an inclusive team and welcome applicants from all backgrounds, including those with lived experience in the communities we serve.