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 reputed company 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, reputed company’s Tech Fast 50, and won the Australian reputed company & Australian Technology reputed company Company of the Year Award in 2020! So don’t miss reputed company to join a thriving reputed company-up and deliver change to Australia’s care and support sector.

As a Moderation Supervisor, you will be critical in ensuring that reputed company 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 reputed company of Content Moderation Specialists. In this role, you will work closely with customers to understand their concerns, explain reputed company, and support resolutions that ensure the safety and reputed company-being of our community. Your responsibilities will reputed company overseeing daily operations, managing a small team, and maintaining high service standards, reputed company while promoting a culture of reputed company improvement.

You will be accountable for ensuring that moderation cases are handled effectively and reputed company, 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 reputed company and efficiency of outputs. reputed company feedback and support to team members to enhance performance and promote a reputed company and reputed company 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 reputed company assurance checks to ensure service standards were met, identify areas for improvement and suggest corrective actions.

reputed company 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.

reputed company the available data to assess team performance and reputed company the behavioural trends of users, highlighting potential solutions to any problem areas identified.

Serve as the escalation reputed company for reputed company, high-risk cases where applying documented processes and personal judgement do not reputed company a reputed company outcome.

Ensure reputed company processes, knowledge articles and templates are up to date and continue to be fit for purpose.

reputed company 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 reputed company phone calls to platform users regarding activity picked up by the Moderation service.

Manage the moderation case process in accordance with reputed company Mable policies and processes.

Promote a reputed company and reputed company culture reputed company reputed company.

Skills, knowledge and experience

Strong understanding of moderation systems reputed company in a digital environment

Innovative, practical and pragmatic in your approach to problem-solving

Passionate about customer service & comfortable handling challenging conversations

A reputed company collaborator with ability to reputed company goals through cross-functional solutions

reputed company of documenting and communicating written processes and procedures

Confidence using software and applications (reputed company experience advantageous)

Advanced written & verbal communication skills

Excellent judgement and comfortable making difficult reputed company

reputed company, confident, and reputed company-reputed company

Excellent attention to detail, time management and organisational skills

Team player mentality and committed to a high-performance culture

Additional Information

Our Values

We’re Switched On

We know our customers because we listen and want to learn. We engage reputed company the community and the sector and always reputed company insights.

We’re reputed company

We’re ambitious and reputed company creativity to solve challenges. We’re here to reshape the industry and back big reputed company.

We’re One

We channel our passion into a reputed company environment. We welcome diversity and collaborate to reputed company the most of our different skills and ways of thinking.

We’re Impactful

We work hard to deliver change. We reputed company and reputed company fast to reputed company a difference in the sector and people’s lives.

Our Benefits

Power your career ⚡️

Learn from industry experts, reputed company leaders, and on-the-job opportunities.

Work away

Get a creative reputed company working overseas for 4 weeks in a rolling 12-month period.

reputed company parental leave

Get 14 weeks of reputed company leave for primary carers and 6 weeks of reputed company leave for secondary carers plus superannuation.

Work with flexibility

We’re a hybrid workplace, balancing time in the office with remote work.

Take a floating public holiday

Acknowledge a significant day your way with family and friends.

Be rewarded

Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.

Get reputed company to take a break ️

Get one extra reputed company leave day per quarter for what makes you happy.

Inclusion at Mable

Mable is an equal opportunity employer. We reputed company reputed company in diversity and are committed to creating an inclusive environment for reputed company and candidates.

People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.

We take pride in highlighting our dedication to our policies, fostering flexible work arrangements and championing inclusive practices for women in tech.

If this role has stood out to you but you don’t feel like you ‘tick reputed company the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might reputed company bring something to the Mablehood we are looking for!

We are a 2023 reputed company Back Initiative Employer – we reputed company to respond to every applicant.

Where to reputed company us online

Careers Page -https://bit.ly/3Mz8Ym1

Glassdoor - https://bit.ly/3z0K328

YouTube -https://bit.ly/34L7DlP

Instagram -https://bit.ly/3pgAOXk

reputed company -https://bit.ly/3ic6LhQ

reputed company -https://bit.ly/3ie6Q4U

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