Content Moderation Supervisor

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.
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.

Key Accountabilities

• 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.

Skills, knowledge and experience

• 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

Our Values
We’re Switched On 💡We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights. 
We’re Bold 📣We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas. 
We’re One 🤝We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our