{"id":1085205,"url":"https://alion.io/job/mable-content-moderation-supervisor","title":"Content Moderation Specialist","company":{"id":3376,"name":"Mable","domain":"mable.com.au","url":"https://alion.io/company/mable","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Marketing","role_family":"Marketing","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":67000,"max_usd":144000,"period":"year","method":"role_country_seniority_unknown","sample_n":49},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-09-21T06:19:13Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-11T21:58:22Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"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.\nThe role blends excellent customer service, a passion for problem-solving, and a love for process improvement to support our customers in achieving equitable outcomes.\nYou 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.\nKey Responsibilities\nServe as the escalation point for Moderation cases reviewed by the offshore Moderation team and requiring investigation and/or intervention\nProvide 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\nAssess, investigate, and compile relevant information to support decision-making, making judgement calls where necessary\nIssue relevant interventions to platform users as documented in Mable processes and procedures\nEscalate complex, high-risk cases where applying documented processes and personal judgement do not achieve a clear outcome\nReceive and make phone calls to platform users that are querying interventions issued to their accounts\nManage the moderation case process in accordance with all Mable policies and processes\nAssess, resolve and escalate potential issues flagged by our internal algorithms\nCommunicate effectively with platform users and other stakeholders to enable mutually satisfactory outcomes\nParticipate in regular weekly and monthly reporting on moderation cases, paying attention to trends and potential anomalies\nProactively identify opportunities to continually improve internal practices procedures\nPromote a positive and professional culture within the team\nUndertake other duties and responsibilities as required\nSkills and Experience\nExperience in a customer-facing role, preferably with an element of conflict resolution\nExcellent written & verbal communication skills\nHigh level of motivation and ability to handle a high-volume environment\nExperience in handling challenging conversations\nCalm, confident, and well-prepared\nAbility to follow and implement written processes and procedures\nAbility to clearly communicate actions taken and actions required by other Mable teams\nConfidence using various software programs and systems (Salesforce experience advantageous)\nDeveloped record-keeping skills\nA customer-focused lens\nKnowledge of best practice administration processes and procedures\nExcellent attention to detail, time management and organisational skills\nTeam player mentality and committed to a high-performance culture","description_format":"text","description_chars":3217,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketplaces","Home Care Services","Disability Support 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