Content Moderation Supervisor

As a Moderation Supervisor, you will be critical in ensuring that all customers on the Mable platform are effectively safeguarded and supported.
Reporting to the Senior Manager, Incidents and Complaints , you will supervise the day-to-day operations of the Content Moderation function, providing guidance and support to a team of Content Moderation Specialists. In this role, you will work closely with customers to understand their concerns, explain outcomes, and support resolutions that ensure the safety and well-being of our community. Your responsibilities will blend overseeing daily operations, managing a small team, and maintaining high service standards, all while promoting a culture of continuous improvement.
You will be accountable for ensuring that moderation cases are handled effectively and efficiently, providing mentorship and coaching to your team, and ensuring service targets are met. Your role will also involve collaborating with cross-functional teams to maintain seamless customer service, improve processes, and support the platform's overall customer experience.

Manage the Moderation function and nurture the Moderation team members to improve the quality and efficiency of outputs. Provide feedback and support to team members to enhance performance and promote a positive and collaborative team environment.

Capture and monitor team performance through KPI management and reporting on team’s key performance indicators (KPIs) to the Senior Manager  Incidents and Complaints. Conducting quality assurance checks to ensure service standards were met, identify areas for improvement and suggest corrective actions.

Lead weekly and monthly reporting on moderation cases, paying attention to trends and potential anomalies in the data.

Ensure that the Senior Manager Incidents & Complaints is informed of any issues, concerns or improvement opportunities of note.

Harness the available data to assess team performance and track the behavioural trends of users, highlighting potential solutions to any problem areas identified.

Serve as the escalation point for complex, high-risk cases where applying documented processes and personal judgement do not achieve a clear outcome.

Ensure all processes, knowledge articles and templates are up to date and continue to be fit for purpose.

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.

Manage an individual case load of moderation cases.

Receive and make phone calls to platform users regarding activity picked up by the Moderation service.

Manage the moderation case process in accordance with all Mable policies and processes.

Promote a positive and professional culture within the team.

Strong understanding of moderation systems applied in a digital environment

Innovative,  practical and pragmatic in your approach to problem-solving

Passionate about customer service & comfortable handling challenging conversations

A real collaborator with ability to achieve goals through cross-functional solutions

Experienced of documenting and communicating written processes and procedures

Confidence using software and applications (Salesforce experience advantageous)

Advanced written & verbal communication skills

Excellent judgement and comfortable making difficult decisions

Calm, confident, and well-prepared

Excellent attention to detail, time management and organisational skills

Team player mentality and committed to a high-performance culture