Moderator

About the company 

Standing on Giants is the world’s first agency for businesses that want to build a brand-owned, online community. We empower businesses to build thriving online communities that put their customers at the centre of everything they do. Born from the team that created the revolutionary community-led model at mobile disruptor giffgaff, Standing on Giants now works with leading businesses like Airbnb, AWS, Google, and Eon Next, helping them launch successful communities that deliver real results. We were Khoros Kudos award-winners in 2020, recognising our work as Best-In-Class. 

We are proud to be the first online community company to attain B Corp Certification, meaning we ascribe to the highest standards of environmental and social responsibility. As a company, our vision is a world where business works for the benefit of people and planet, not just profit, powered by trusting and collaborative communities. As a result, it’s important that we take active steps towards this every day in our work. Our people are, therefore, of central importance. We have a range of employee benefits to enable you to do your job to the best of your ability and we pride ourselves on our supportive, open environment and shared efforts to keep our working practices as sustainable as possible.

About the role

Do you have a passion for people, community, and travel? If so, this is the role for you! We’re looking for a proactive and people-centric Moderator to join our community team supporting Airbnb, one of the world’s most beloved travel brands.

As a Moderator for the Airbnb Host Clubs, you’ll play a vital role in maintaining a welcoming, inclusive, and safe environment for Airbnb Hosts around the world. You’ll identify and escalate technical or community-related issues to the right stakeholders. This role requires flexibility in terms of working hours and weekend coverage, please see the details below. 

You’re a fast learner who’s calm under pressure, with a sharp eye for detail and a deep sense of empathy. You thrive in collaborative environments but are equally comfortable working independently. If you enjoy solving problems, supporting people, and shaping a positive online space, we’d love to hear from you.

Responsibilities

Community Moderation

• Monitor and review Host Club activity across the platform
• Moderate posts, discussions, and comments in line with Airbnb’s and SoG’s community guidelines
• Proactively manage and diffuse conflicts, responding to crises or disruptive behaviour using SoG’s member education methodology
• Foster a respectful, inclusive, and engaging space where Hosts feel supported and valued

Issue Escalation & Platform Support

• Identify and escalate bugs, technical issues, or platform feedback to the relevant internal teams
• Monitor Host feedback related to the platform migration and flag areas for improvement

Reporting & Analysis

• Track community performance against agreed KPIs and service levels
• Share insights with internal teams to help shape future strategy and improvements

Requirements

• Fluent in English with excellent written and verbal communication skills
• Experience moderating forums, social media platforms, or similar community environments
• Strong interpersonal and conflict management skills
• High attention to detail and accuracy
• Strong analytical skills, including experience gathering and reporting on data
• Ability to prioritise and manage multiple tasks in a fast-paced environment
• Comfortable with digital tools – experience with community platforms, Google Workspace, and MacOS is a plus

Nice to have

• Fluency in French, Spanish, Portuguese, Italian, or German
• Previous experience in customer service or other client-facing operational roles
• Familiarity with online communities, especially in the travel or hospitality sectors

We are an Equal Opportunities employer, we do not discriminate against any employee or applicant because of race, colour, religion, national origin, sex, physical or mental disability, or age. We are committed to creating a diverse and inclusive working environment.

Location and working hours

Location independent. 

There will be 3 Moderators across multiple timezones working together in a shift pattern, with each person covering one in every three weekend days. The shifts that will be covered: 

Monday to Friday: 

5am GMT to 1pm GMT 

5pm GMT to 1am GMT 

Weekends:

2pm GMT to 10pm GMT

Due to the high number of applications we are only able to contact successful applicants.