Content Moderation Specialist

This is a full-time role residing within Mable’s Customer Safeguarding team, who help to ensure that all customers on the Mable platform are appropriately safeguarded and supported. The role works directly with customers to understand their issues, explain outcomes, and achieve resolutions that keep our community safe and supported.

The role blends excellent customer service, a passion for problem-solving, and a love for process improvement to support our customers in achieving equitable outcomes.

You will be responsible for receiving and acting on Moderation cases that have been reviewed and escalated by the offshore team (a Moderation case is one that has been created by a system or algorithm, requiring human review). The Moderation Specialist is then responsible for determining whether or not cases are genuine issues via a process of assessment and investigation, before issuing appropriate interventions and liaising directly with Mable customers where appropriate to do so.

Key Responsibilities

• 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

Skills and Experience

• 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