Levellr
Operations Manager (Pro Services)
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Levellr
Levellr is the enterprise community intelligence and management solution for Discord & Reddit, used by some of the world’s largest gaming companies (Scopely, Krafton, Epic), and brands (Google, YouTube, SoundCloud) to help them grow, manage and monetise their communities.
We're hiring for an Operations Manager to join our Customer Success team's Professional Services department. You'll own the health and integrity of communities across our client portfolio: building and managing a network of moderators, leading on incident response, and setting the standard for how great moderation looks in practice. You'll work closely with community managers and client teams to keep servers safe, well-run, and aligned with client expectations, while bringing and developing your own community management skills to a selection of assigned accounts.
What You'll Be Responsible For
- Own moderation across the client portfolio — recruiting, onboarding, managing performance, running QA, and offboarding moderators as needed
- Lead incident response and escalation management — taking point on serious moderation issues, shaping response protocols, and ensuring clear communication throughout
- Build and maintain a healthy moderator pipeline — keeping a qualified pool of moderators ready to deploy across new and existing client communities
- Set and uphold moderation standards — developing QA frameworks, tracking SLA compliance, and creating a clear bar for quality that the wider team can reference
- Develop moderator retention initiatives — creating value for the moderators in our network through programming, recognition, and engagement that keeps them active and invested
- Contribute to events planning and delivery as part of the broader team's workload
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Who You Are
- 2+ years' experience in a fast-paced, cross-functional environment — you've learned how to keep multiple things moving at once without dropping the ball
- Strong judgement under pressure — you can triage a problem, work out what actually matters, and communicate clearly with stakeholders while you fix it
- Organised and process-minded — you think in systems, not tasks, and you'd rather build the framework than solve the same problem twice
- A builder, not just a doer — you spot where a process is missing or broken and you fix it, rather than working around it
- A natural leader — you hold yourself and others to a high bar, and you're good at bringing people along with you, not just setting the example alone
- Excellent writing skills — you can write a clear report, client update, or internal protocol without waffle
- Confident building complex spreadsheets — pivot tables, formulas, dashboards — you can turn messy data into something the whole team can act on
- Comfortable working across tools like Notion, Google Workspace, and AI tools like Claude and Gemini to move faster and stay organised
Bonus Points
- You've built or contributed to a playbook, strategy framework, or piece of operational documentation
- You've had a hand in hiring — writing specs, running interviews, building assessment tasks, or helping make the call on a candidate
- You're skilled at turning frontline feedback (from clients, moderators, or a community) into a concrete product or process improvement
- You're AI-savvy and genuinely interested in the space — comfortable experimenting with new tools and workflows, not just using Claude/Gemini as a daily habit
- You know your way around a Discord server — as a member, mod, or admin — and understand its structure, culture, and etiquette
- You've managed contractors, freelancers, or a small team before — hiring, coordinating workload, and holding people to a standard
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Who We Are
Levellr was founded by Tom (CEO) and Ben (CTO), who have experience in both start-ups and large scale companies (YouTube, Eleven Sports). Since 2021 we’ve grown the team to 30+ employees and are backed by a number of successful angels (Mark Pincus, Dylan Collins, Mitch Lasky, Bing Gordon, Frank Gibeau to name a few). The product that we are building is growing in multiple verticals, seeing a 6x growth over the last 3 years and on track to continue.
We Believe In Substance Over Hype. We're a Product-led Company Building a Sustainable Business By Solving Our Customers' Most Pressing Problems. This Allows Us To Create a Culture And a Company That We're Proud To Build Together. Some Of The Values We Stand For
- We have ownership. We embrace change and take bold risks.
- We get shit done. We have a bias for action and love creating value from our code and our conversations.
- We disagree and commit. We give radically honest feedback and challenge assumptions, then get behind the result & move on.
- We grow in uncertainty. We listen to market feedback and iterate continuously to build products our customers love.
- We care. We care about our team and our community/(ies).
Benefits
We take the health and wellbeing of our teammates seriously. Please note, as we are a remote-first company, benefits may vary based on your location.
- 5 weeks holiday allowance
- Private Medical Insurance if in the UK
- Home office budget after probation
- Hybrid remote & flexible working hours
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