Content Moderation Supervisor

Weâre powered by purpose

Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, weâve been helping our community live their kind of independence, and today weâre one of Australia's largest and fastest growing healthtech platforms.

We have been recognised in AFRâs Fast 100 list, Deloitteâs Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020! So donât miss your opportunity to join a thriving scale-up and deliver change to Australiaâs 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 teamâs 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

Additional Information

Our Values

Weâre 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.

Weâre Bold

Weâre ambitious and embrace creativity to solve challenges. Weâre here to reshape the industry and back big ideas.

Weâre One

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

Weâre Impactful

We work hard to deliver change. We innovate and move fast to make a difference in the sector and peopleâs lives.

Our Benefits

Power your career â¡ï¸

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

Work away

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

Access parental leave

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

Work with flexibility

Weâre 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 paid to take a break ï¸

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

Inclusion at Mable

Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees 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 donât feel like you âtick all the boxesâ, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well bring something to the Mablehood we are looking for!

We are a 2023 Circle Back Initiative Employer â we commit to respond to every applicant.

Where to find us online

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

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

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

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

Facebook -https://bit.ly/3ic6LhQ

LinkedIn -https://bit.ly/3ie6Q4U

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Content Moderation Supervisor

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