Hybrid opportunity at
MableContent Moderation Specialist
Mable is hiring a full-time Content Moderation Specialist for its Customer Safeguarding team, which helps keep customers on the platform protected and supported. The listing is…
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About This Role
Mable is hiring a full-time Content Moderation Specialist for its Customer Safeguarding team, which helps keep customers on the platform protected and supported. The listing is hybrid. The role mixes customer service, problem solving and process improvement so that customers reach fair outcomes. The specialist takes on escalated moderation cases that an offshore team has already reviewed. A moderation case is one raised by a system or algorithm that needs…
Job Description
Mable is hiring a full-time Content Moderation Specialist for its Customer Safeguarding team, which helps keep customers on the platform protected and supported. The listing is hybrid. The role mixes customer service, problem solving and process improvement so that customers reach fair outcomes.
The specialist takes on escalated moderation cases that an offshore team has already reviewed. A moderation case is one raised by a system or algorithm that needs a human to decide. The specialist judges whether each case reflects a genuine concern through assessment and investigation, applies the interventions set out in Mable's procedures, and contacts customers where that is appropriate, including users who phone about interventions on their accounts.
Record keeping is a core part of the work. The specialist writes detailed accounts of what was done, why, and what came of it, so that other teams can act. Complex or high-risk cases that procedure and judgement cannot settle are escalated. The role also reviews issues flagged by internal algorithms, contributes to weekly and monthly reporting on trends and anomalies, and proposes improvements to internal practice.
The posting asks for customer-facing experience, ideally including conflict resolution, strong written and spoken communication, and the ability to cope with high volumes and difficult conversations. Good records, attention to detail, comfort with software such as Salesforce (an advantage), and a team-player attitude are also expected.
Responsibilities
- Handle escalated moderation cases that the offshore team passes on
- Investigate and assess cases, making judgement calls where necessary
- Apply interventions to platform users in line with documented procedures
- Speak with users who contact Mable about interventions on their accounts
- Escalate complex, high-risk cases that procedure alone cannot resolve
- Write clear accounts of actions taken, the reasons for them and their outcomes
- Help produce weekly and monthly moderation reports that flag trends and anomalies
Requirements
- Customer-facing experience, preferably including conflict resolution
- Excellent written and verbal communication
- Capacity to work at high volume and handle difficult conversations
- Calm, confident and well prepared under pressure
- Ability to follow and apply written procedures
- Precision with details, time management and organisation
- Good record-keeping habits
Qualifications
- Salesforce experience, which is advantageous
Core Skills
Benefits
- Parental leave of 14 weeks for the main carer and 6 weeks for the second carer, plus super
- Hybrid arrangement that splits time between the office and home
- An additional paid day off each quarter, for personal use
- A floating public holiday that can be used for a meaningful day of the employee's choosing
- A reward and recognition scheme that highlights strong performance
- Development through seasoned industry specialists and on-the-job growth
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role hybrid and full-time?
Yes. The listing is hybrid and full-time, within the Customer Safeguarding team.
What does the role handle?
It handles escalated moderation cases that an offshore team has reviewed, including investigation, interventions and calls from users.
Is a specific tool required?
Salesforce experience is listed as an advantage, not as a requirement.
Is a salary stated?
The posting does not specify a salary.
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