Content Moderator - Customer Service Representative

Job Title:

Content Moderator - Customer Service Representative

Schedule: Sat & Sun: 11 am - 8 pm CST; Mon-Wed: 3 pm - 12 pm CST

Days Off: Thursday and Friday

 

Position Overview:

The Content Moderator - Customer Service Representative will be responsible for reviewing, analyzing, and moderating user-generated content across platforms like Facebook, Instagram, and potentially others. This role involves implementing content policies and guidelines, as well as providing customer support to users facing content-related issues. The ideal candidate is detail-oriented, empathetic, and has a firm understanding of social media culture and policies.

Key Responsibilities:

1. Content Moderation:

- Review and moderate user-generated content (text, images, videos) for violations of platform policies, including inappropriate, abusive, or dangerous content.

- Accurately classify content based on predefined guidelines and escalate complex issues to supervisors when needed.

- Ensure consistency in the application of moderation guidelines across multiple platforms, keeping up to date with changes in policies.

2. Customer Support:

- Provide prompt and accurate support to users experiencing issues related to inquiries content.

- Address these inquiries, resolve complaints, and educate users on content guidelines in a clear and respectful manner.

- Maintain high standards of customer service while balancing customer experience with platform safety.

3. Reporting and Documentation:

- Document and report cases accurately, keeping records of moderation decisions (Cases), feedback from users, and escalations.

- Contribute to regular reports on content trends, recurring issues, and policy-related challenges encountered during moderation.

Qualifications:

Education:

High School Diploma or equivalent; bachelor’s degree in communications, Social Sciences, or a related field is preferred.

Experience:

- Minimum 1 year of experience in content moderation, customer service, or a similar field (experience in a BPO setting preferred).

- Familiarity with social media platforms (Facebook, Instagram) and understanding of community guidelines and content policies.

- Skills and Competencies:

- Excellent communication skills in both English and [other relevant language].

- Strong analytical skills, with attention to detail and accuracy.

- Ability to work under pressure, adapt to new guidelines quickly, and manage workload effectively.

- Proficiency with basic computer software and a fast learner of moderation tools.

- Other Requirements:

- Ability to work flexible hours, including nights, weekends, and holidays.

- Resilience and ability to work with potentially sensitive or graphic content.