Platform Support & Moderation Specialist

Job Summary: The Platform Support & Moderation Specialist provides front-line support to OpenReview's global user base of researchers, reviewers, and program chairs. This role focuses on profile moderation, account recovery, and maintaining the integrity of user data on the platform. It is well-suited for someone early in their career who is detail-oriented, communicative, and interested in supporting the academic research community.   Key Responsibilities Profile Moderation & Platform Integrity * Review and moderate new and existing user profiles to ensure accuracy, legitimacy, and compliance with platform policies. * Request and review identity verification documents (e.g., government-issued ID, university card) to confirm user identity and institutional affiliation as part of the profile moderation process. * Process merge-profile requests by verifying identity across duplicate accounts and consolidating records. * Investigate and act on flagged profiles, including cases of impersonation or fabricated identities. * Process user requests to delete or update names and email addresses in accordance with platform guidelines and data-handling policies. * Curate and maintain the list of officially recognized institutions whose affiliated users are eligible for automatic profile approval. Account Recovery & User Support * Assist users with profile recovery, including verifying ownership and restoring access to locked or orphaned accounts. * Guide users through password reset procedures and troubleshoot authentication issues. * Respond to user inquiries via email in a timely, professional, and empathetic manner. * Escalate complex or ambiguous cases to senior team members with clear documentation of the issue and steps taken. * Communicate with users in their preferred language when possible, particularly Mandarin Chinese, to facilitate identity verification and resolve account issues. Process & Documentation * Follow and help refine standard operating procedures for moderation and support workflows. * Maintain accurate records of moderation decisions and support interactions. * Flag patterns of abuse or recurring issues to the engineering and support teams. Required Qualifications * 1+ years of experience in a technical support, content moderation, or customer-facing role. * Strong judgment and critical thinking skills—ability to assess whether a user profile is complete, credible, and consistent, and to identify when additional information or documentation is needed. * Comfort working with web-based platforms and navigating administrative interfaces. * Strong written communication skills—ability to compose clear, professional responses to users from diverse backgrounds. * High attention to detail and a methodical approach to verifying information. * Ability to work independently, manage a queue of requests, and prioritize effectively. * Discretion and good judgment when handling sensitive user data, including personal identification documents. Preferred Qualifications * Familiarity with Python scripting for basic data lookups or automation of repetitive tasks. * Prior experience in trust & safety, content moderation, or identity verification workflows. * Background in or exposure to the academic research community or scientific publishing. * Experience using ticketing or support management tools (e.g., Zendesk, Freshdesk, or similar). * Fluency in Mandarin Chinese, including the ability to read and verify Chinese-language identification documents. Work Arrangement The role is fully remote. Travel is required twice per year for the in-person team strategic planning retreats. Physical Requirements: Prolonged periods of sitting at a desk and working on a computer.   Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.   Compensation and Benefits: OpenReview offers competitive benefits including paid holidays, unlimited PTO, and medical, dental and vision insurance.  Hourly rate commensurate with experience. The expected range for this role is $20–35/hour, depending on qualifications and location.