Open to opportunities

Mahima Kaur

@mahimakaur

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Community Operations and Trust & Safety professional specializing in content moderation and escalation management.

India

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What I'm looking for

I’m looking for remote Community Operations or Trust & Safety roles internationally, where I can own moderation and escalation workflows, protect brand/community safety with SLA adherence, and deliver clear reporting on community health and sentiment.

I’m a Community Operations and Reputation Management professional with 3+ years of experience in content moderation, escalation handling, and crisis response for global brands like Club Mahindra, OPPO, and Amazon MiniTV. I was promoted from Intern to Assistant Manager within 3.5 years at Gozoop, and I currently lead community operations for Club Mahindra across 7+ digital platforms.

I own escalation and crisis-response workflows to protect brand and community safety while ensuring SLA adherence, and I drive reporting on community health and sentiment trends using tools like Sprinklr. I’ve improved operations by reducing escalation turnaround by 60% and led a 5-person team through a moderation tool migration—because I believe strong processes, fast response, and clear stakeholder reporting are essential.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager – Reputation Management

Current

Gozoop Online Pvt. Ltd.

Apr 2026 - Present (3 months)

Lead community operations and content moderation for Club Mahindra across 7+ digital platforms, overseeing 1,000+ monthly community interactions. Own escalation and crisis-response workflows to protect brand/community safety, ensuring SLA adherence, and drive monthly community health reporting via Sprinklr.

Community Operations Content Moderation Trust and Safety Escalation Handling Crisis Response SLA Sprinklr Reporting

Senior Reputation Management Executive

Gozoop Online Pvt. Ltd.

Apr 2024 - Mar 2026 (1 year 11 months)

Reduced escalation turnaround time by 60% by redesigning moderation and escalation workflows across the team. Led migration from Konnect Insights to Sprinklr for a 5+ member team to improve moderation tracking and reporting consistency, and delivered recurring community health and sentiment reports across 5+ platforms.

Community Operations Content Moderation Trust and Safety Escalation Handling Crisis Response Social Listening Workflow Redesign Reporting Konnect Sprinklr

Reputation Management Executive

Gozoop Online Pvt. Ltd.

Apr 2023 - Mar 2024 (11 months)

Moderated 500+ daily brand mentions and community interactions across three concurrent global accounts (Club Mahindra, OPPO, Amazon MiniTV). Conducted social listening and community management across 5+ platforms while enforcing brand and community standards.

Content Moderation Community Management Social Listening Trust and Safety

Reputation Management Intern

Gozoop Online Pvt. Ltd.

Oct 2022 - Mar 2023 (5 months)

Monitored community activity in real time with sub-30-minute response tracking across digital platforms. Compiled weekly community and moderation performance reports.

Content Moderation Community Operations Reporting Trust and Safety