Triage Assistant

Pontoon; Dublin; Hybrid; EUR 29,000 - 36,000; Full time

Job summary

Appeals Centre Europe, based in Dublin, Ireland, is seeking a Triage Assistant for a 6-month contract. The role involves reviewing user appeals related to social media decisions, verifying data and metadata, requesting additional information when needed, and maintaining an efficient case queue.

Candidates should have a degree or relevant experience and strong attention to detail. The position is hybrid with 3 days per week in the Dublin office; onboarding includes initial in-office weeks.

Qualifications

• Degree educated or relevant industry experience.
• Excellent written and verbal communication skills.
• Strong attention to detail and ability to complete repetitive tasks accurately.
• Fluent English and proficiency in at least one additional language.
• Interest in technology, social media, law, human rights, social sciences, or digital policy.
• Good understanding of social media platforms and the online environment.

Responsibilities

• Review appeals submitted by social media users and assess eligibility for review.
• Verify appeal information and assess metadata from users and platforms.
• Request additional information to support case resolution.
• Help maintain an efficient case queue and ensure timely processing.
• Identify duplicate submissions and escalate issues when appropriate.
• Support the wider Case Review Team with administrative tasks.

Skills

Attention to detail

Communication skills

Organisation

Bilingual

Education

Degree or relevant experience

Job description

Triage Assistant (6-Month Contract)

Location: Dublin, Ireland

Contract: Full-Time, Fixed Term (6 Months)

Are you highly organised, detail-oriented, and interested in the world of social media, digital rights, and online safety? Join Appeals Centre Europe and play a key role in supporting the review of user appeals against social media platform decisions. This is a fantastic opportunity to gain experience in a growing organisation operating at the intersection of technology, policy, and regulation.

What You'll Do

• Review appeals submitted by social media users and assess whether they meet eligibility requirements for review.
• Verify appeal information and assess supporting metadata provided by users and online platforms.
• Request additional information where required to support case resolution.
• Help maintain an efficient case queue, ensuring cases are processed accurately and in a timely manner.
• Identify duplicate submissions and escalated issues when appropriate.
• Support the wider Case Review Team with administrative and process-related tasks.

What We're Looking For

• Degree educated or relevant industry experience.
• Strong attention to detail and the ability to complete repetitive tasks accurately.
• Excellent written and verbal communication skills.
• Interest in technology, social media, law, human rights, social sciences, or digital policy.
• Good understanding of social media platforms and the online environment.
• Adaptable, organised, and comfortable working with evolving processes and systems.
• Fluent English and proficiency in at least one additional language.
• Ability to handle sensitive or potentially challenging content with professionalism and empathy.

Why Join?

• Be part of a pioneering European organisation.
• Gain valuable experience in content governance, online safety, and digital regulation.
• Receive training and ongoing support from a collaborative team.
• Work in a diverse, mission-driven environment where your contribution makes a real impact.

Important Information

• Hybrid role based in Dublin with office attendance required 3 days per week.
• 5 days per week in-office during the first 8 weeks of onboarding.
• Applicants must have the right to work in Ireland.