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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.