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Content Moderation Supervisor

Mable
Sydney, AUS
Full-time
Mid
Hybrid
Discovered 1 months ago
Salesforce

Full Job Posting

  • Serve as the escalation point for Moderation cases reviewed by the offshore Moderation team and requiring investigation and/or intervention
  • Provide detailed written accounts of actions taken in response to moderation cases, capturing the end-to-end process followed, the justification for the actions taken and the outcome of the review
  • Assess, investigate, and compile relevant information to support decision-making, making judgement calls where necessary
  • Issue relevant interventions to platform users as documented in Mable processes and procedures
  • Escalate complex, high-risk cases where applying documented processes and personal judgement do not achieve a clear outcome
  • Receive and make phone calls to platform users that are querying interventions issued to their accounts
  • Manage the moderation case process in accordance with all Mable policies and processes
  • Assess, resolve and escalate potential issues flagged by our internal algorithms
  • Communicate effectively with platform users and other stakeholders to enable mutually satisfactory outcomes
  • Participate in regular weekly and monthly reporting on moderation cases, paying attention to trends and potential anomalies
  • Proactively identify opportunities to continually improve internal practices procedures
  • Promote a positive and professional culture within the team
  • Undertake other duties and responsibilities as required
  • Experience in a customer-facing role, preferably with an element of conflict resolution
  • Excellent written & verbal communication skills
  • High level of motivation and ability to handle a high-volume environment
  • Experience in handling challenging conversations
  • Calm, confident, and well-prepared
  • Ability to follow and implement written processes and procedures
  • Ability to clearly communicate actions taken and actions required by other Mable teams
  • Confidence using various software programs and systems (Salesforce experience advantageous)
  • Developed record-keeping skills
  • A customer-focused lens
  • Knowledge of best practice administration processes and procedures
  • Excellent attention to detail, time management and organisational skills
  • Team player mentality and committed to a high-performance culture

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