Hybrid Content Moderation Supervisor

at Mable

• Job title: Content Moderation Supervisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sydney, Australia

About the role

• Moderation Supervisor ensuring customer safety on Mable's platform providing aged and disability support services. Supervising operations, managing a team, and enhancing customer experience through effective moderation practices.

Responsibilities

• 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.

Requirements

• 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

Benefits

• Power your career ⚡️
• Work away 🌎
• Access parental leave 👶
• Work with flexibility 🏠
• Flexi Leave Days 🌴
• Hybrid set up allowance 🖥️
• Take a floating public holiday 🫶🏾
• Be rewarded 🏆