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.

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