Content Moderation Specialist

Mable; Sydney; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Power your career

Parental leave

Hybrid/work flexibility

Flexi leave days

Floating public holiday

Rewards program

Job summary

Mable is seeking a role within its Customer Safeguarding team to help ensure customers on the platform are safeguarded and supported. The role works directly with customers to understand issues, explain outcomes, and achieve resolutions that keep our community safe and supported.

This position blends excellent customer service, a passion for problem-solving, and a love for process improvement to support our customers in achieving equitable outcomes.

Qualifications

• Experience in a customer-facing role, preferably with conflict resolution.
• Excellent written & verbal communication skills.
• Able to handle a high-volume environment with motivation.
• Experience handling challenging conversations.
• Calm, confident, and well-prepared.
• Ability to follow written processes and procedures.
• Ability to communicate actions clearly with other Mable teams.
• Comfort with various software programs; Salesforce experience is advantageous.
• Developed record-keeping skills.
• Customer-focused lens.
• Knowledge of best practice administration processes and procedures.
• Excellent attention to detail, time management and organisational skills.
• Team player mentality and commitment to a high-performance culture.

Responsibilities

• Serve as the escalation point for Moderation cases reviewed by the offshore Moderation team and requiring investigation and/or intervention
• 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
• Assess, investigate, and compile relevant information to support decision-making, making judgement calls where necessary
• Issue relevant interventions to platform users as documented in Mable processes and procedures
• Escalate complex, high-risk cases where applying documented processes and personal judgement do not achieve a clear outcome
• Receive and make phone calls to platform users that are querying interventions issued to their accounts
• Manage the moderation case process in accordance with all Mable policies and processes
• Assess, resolve and elevate potential issues flagged by our internal algorithms
• Communicate effectively with platform users and other stakeholders to enable mutually satisfactory outcomes
• Participate in regular weekly and monthly reporting on moderation cases, paying attention to trends and potential anomalies
• Proactively identify opportunities to continually improve internal practices procedures
• Promote a positive and professional culture within the team
• Undertake other duties and responsibilities as required

Skills

Customer service

Conflict resolution

Written & verbal communication

High-volume environment

Handling challenging conversations

Process adherence

Communication with cross-functional te

Salesforce experience

Tools

Salesforce

Job description

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:

• We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
• We believe in technology as an enabler
• We’re driven by helping customers attain better outcomes

This position is part of the Mable team.

About Mable

Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them.

With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year.

By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors.

To find out more, visit https://mable.com.au/

About the role

This is a full-time role residing within Mable’s Customer Safeguarding team, who help to ensure that all customers on the Mable platform are appropriately safeguarded and supported. The role works directly with customers to understand their issues, explain outcomes, and achieve resolutions that keep our community safe and supported.

The role blends excellent customer service, a passion for problem-solving, and a love for process improvement to support our customers in achieving equitable outcomes.

Responsibilities

• Serve as the escalation point for Moderation cases reviewed by the offshore Moderation team and requiring investigation and/or intervention
• 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
• Assess, investigate, and compile relevant information to support decision-making, making judgement calls where necessary
• Issue relevant interventions to platform users as documented in Mable processes and procedures
• Escalate complex, high-risk cases where applying documented processes and personal judgement do not achieve a clear outcome
• Receive and make phone calls to platform users that are querying interventions issued to their accounts
• Manage the moderation case process in accordance with all Mable policies and processes
• Assess, resolve and elevate potential issues flagged by our internal algorithms
• Communicate effectively with platform users and other stakeholders to enable mutually satisfactory outcomes
• Participate in regular weekly and monthly reporting on moderation cases, paying attention to trends and potential anomalies
• Proactively identify opportunities to continually improve internal practices procedures
• Promote a positive and professional culture within the team
• Undertake other duties and responsibilities as required

Requirements

• Experience in a customer-facing role, preferably with an element of conflict resolution
• Excellent written & verbal communication skills
• High level of motivation and ability to handle a high-volume environment
• Experience in handling challenging conversations
• Calm, confident, and well-prepared
• Ability to follow and implement written processes and procedures
• Ability to clearly communicate actions taken and actions required by other Mable teams
• Confidence using various software programs and systems (Salesforce experience advantageous)
• Developed record-keeping skills
• A customer-focused lens
• Knowledge of best practice administration processes and procedures
• Excellent attention to detail, time management and organisational skills
• Team player mentality and committed to a high-performance culture

We’re powered by purpose

We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.

We’re Bold

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

We’re 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.

We’re Impactful

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

Values we share as part of Attain Healthtech

Break New Ground

We simplify care with creativity and bold ideas.

Make It Matter

We put people at the centre and create impact that improves lives.

Own The Outcome

We aim high, deliver excellence and drive results that last.

Our benefits

• Power your career

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

• 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

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

• Flexi Leave Days

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

• 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.

We are one

As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

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