Content Moderation Specialist

Job Description

We’re powered by purpose Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms. We have been recognised in AFR’s Fast 100 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020! So don’t miss your opportunity to join a thriving scale-up and deliver change to Australia’s care and support sector. This is a full-time role residing within Mable’s Trust & Safety 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 Inclusion at Mable Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates. People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply. If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well bring something to the Mablehood we are looking for! We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant. #J-18808-Ljbffr