Sr. Community Wellbeing Specialist (Trust & Safety)

A bit about Cantina:

Cantina, founded by Sean Parker, is an invite only playground that puts AI into the hands of creators and allows them to bring any idea to life as a social bot that can be experienced with friends directly in the Cantina and also shared across the internet. 

It's the first place where people can create, explore, and chat live with personality-driven AI bots together with their friends. People can choose from Cantina’s collection of thousands of unique bots, or build awesome AI bots from scratch with just a few prompts. 

While a lot of AI focuses on improving productivity and efficiency, we believe our AI bots will drive the future of entertainment on the internet. We’re excited about the creative potential they will unlock for everyone. 

The Cantina is building a new kind of social AI where people can not only choose their own adventures, but make their own adventures. Create, share, and set AI bots free.

A bit about the role:

Cantina is hiring an in-house Sr. Community Wellbeing Specialist with expertise in Trust & Safety and Community Support to help shape our burgeoning community. We want to empower users to bring their imaginations to life and interact with one another in bold new ways, but there are limits. Like any social platform, there is a responsibility for ensuring that our users enjoy a safe and welcoming experience, and we take that responsibility seriously. As an in-house Sr. Community Wellbeing Specialist (Trust & Safety), you will be instrumental in helping create and maintain a safe environment where members can push the boundaries of creative expression and interaction – responsibly. 

Core responsibilities include enforcing and helping shape Cantina’s community policies, addressing incoming violation flags, and aggregating user feedback to share with cross functional partners. You will also help keep our help center updated and serve as an empathetic voice in user support emails and app reviews. You are a critical thinker who is equally able to execute enforcement guidelines as well as drive strategic improvements. Past experience with AI based products is a plus, a desire to proactively learn and help shape T&S operations to meet the evolving needs of an AI-based community product is a must. Reporting to our Head of Community Wellbeing and working closely with Product, Community, and Legal teams, you will be a key member of a cross-functional team thinking about, designing, and implementing internal and consumer-facing solutions that ensure Cantina’s community is best in class as it comes to responsible AI, safe social spaces, and responsible growth.

A bit about the work:

• Provide swift crisis response to high-severity escalations and lead discussions around borderline cases to fine tune our classifier models and enforcement procedures 
• Execute and help evolve our policies and procedures to meet the ever evolving dynamics of an AI-driven community and the novel abuse vectors it spurs
• Respond to support emails, violation appeals, and app reviews and utilize various in-house and external moderation tools to action user reports 
• Craft and maintain Zendesk macros, Help Center articles, and Community Guidelines that reflect the current state of our product, programs, and policies
• Engage with our community to troubleshoot issues and bugs. Educate them about our community guidelines, fostering understanding and adherence
• Stay up to date on the latest trust and safety best practices and escalate unprecedented cases to leadership team so we can design and implement nuanced solutions. 

A bit about you:

• 5+ years of T&S experience in a large scale social media product dealing with complex community and content moderation.
• Strong crisis management skills around urgent and high-severity situations.
• Comfort in a fast-paced, evolving workplace and problem space.
• Demonstrated ability to remain composed and provide nuanced support in heated situations.
• Proficiency in managing macros, help pages, policies, and user appeals.
• In-depth enthusiasm for artificial intelligence and its impact on T&S policies and enforcement.
• A profound passion for AI, human connectivity, and contributing to the next generation of social products that unite humans and AI.

• Preference will be provided located to USA-Remote candidates located in the Pacific Time Zone 
• Post onboarding -- evening shift preference (3 PM - 12 AM) Pacific Time Zone

Location:

This role is remote, USA-based.  Cantina, Inc. has  offices located in Sunnyvale, CA and Brooklyn, NY.  

Pay Equity: 

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