Online Community Moderator - Discussion and Policy Support

Progressive Technology; Manila; Hybrid; PHP 279,000 - 502,000; Full time

Benefits offered by this job

Remote or hybrid working opportunities

Structured onboarding and training

Paid training and development

Opportunity in trust and safety teams

Career development opportunities

Job summary

Progressive Technology is seeking an Online Community Moderator to oversee discussions, review user-generated content, and enforce community guidelines. The role focuses on maintaining safe, respectful, and productive online spaces while supporting policy-related initiatives.

The ideal candidate will monitor multiple platforms, apply established rules fairly, and escalate complex cases to senior staff. Flexibility includes remote, hybrid, or office-based work arrangements where available.

Qualifications

• High school diploma or equivalent; college degree in communications, media studies, digital marketing, IT, psychology or related field is an advantage.
• Strong written communication with excellent grammar and attention to detail.
• Ability to understand and apply written policies and guidelines.
• Good judgment and critical thinking when reviewing content.
• Organizational skills to manage multiple moderation cases.

Responsibilities

• Monitor online discussions across forums, social media pages and community platforms according to guidelines.
• Review user-generated posts, comments and content for policy compliance.
• Identify potential harassment, hate speech, spam or other violations and escalate as needed.
• Explain moderation decisions clearly and professionally when communicating with users.
• Maintain records of moderation actions and outcomes.
• Support policy training and contribute to documentation and procedures.

Skills

Strong written communication

Policy understanding

Observational skills

Conflict resolution

Professional user communication

Education

High school diploma or equivalent

Bachelor's degree in communications or related field (advantage)

Tools

Moderation dashboards

Ticketing systems

CRM software

Job description

1. Job Summary

Progressive Technology is seeking a responsible, detail-oriented, and community-focused Online Community Moderator – Discussion and Policy Support to help maintain safe, respectful, inclusive, and productive online communities. The successful candidate will oversee online discussions, review user-generated content, enforce community guidelines, and provide policy-related support to ensure that members can participate in meaningful conversations.

2. Key Responsibilities

Online Discussion Monitoring

• Monitor online forums, discussion boards, social media pages, community platforms, and digital communication channels.
• Review user-generated posts, comments, replies, images, and other content in accordance with established community guidelines.
• Identify discussions that may involve harassment, bullying, hate speech, threats, spam, scams, or other policy violations.
• Maintain awareness of ongoing conversations and identify emerging issues that may affect community safety or member experience.
• Encourage constructive discussions and help create an environment where community members feel comfortable participating.

Community Guidelines and Policy Enforcement

• Apply community standards, platform rules, and moderation policies consistently and fairly.
• Review reported content and determine whether it requires approval, removal, restriction, warning, or escalation.
• Explain moderation decisions clearly and professionally when communication with community members is appropriate.
• Identify recurring policy violations and recommend improvements to moderation procedures.
• Escalate complex or sensitive cases to senior moderators, trust and safety teams, or designated policy specialists.
• Maintain accurate records of moderation actions and the reasons behind important decisions.

User Reports and Conflict Resolution

• Review user-submitted reports concerning inappropriate content, abusive behavior, impersonation, spam, and other community concerns.
• Investigate reported incidents by examining relevant content, conversation history, and available evidence.
• Respond to community members questions about discussion rules and moderation processes.
• Help resolve disagreements by encouraging respectful communication and directing users toward appropriate community resources.
• Recognize situations involving credible threats, potential exploitation, or serious safety risks and follow the relevant escalation procedures.
• Handle appeals and requests for reconsideration according to company policy and established workflows.

Policy Support and Documentation

• Interpret written guidelines and apply them to routine moderation scenarios.
• Assist in updating internal knowledge articles, moderation checklists, standard operating procedures, and policy reference documents.
• Document unusual incidents, repeated violations, and policy ambiguities for further review.
• Share recurring questions and emerging content trends with relevant internal teams.
• Participate in policy training sessions and team discussions to maintain consistent moderation practices.

Community Engagement and Quality Assurance

• Support community initiatives that promote helpful discussions, respectful participation, and positive member experiences.
• Identify opportunities to improve community engagement and reduce repeated violations.
• Review moderation decisions for accuracy, consistency, and alignment with established standards.
• Meet agreed performance expectations for review quality, response times, documentation, and case handling.
• Collaborate with colleagues to improve workflows, communication practices, and the overall effectiveness of moderation operations.

Confidentiality and Responsible Content Handling

• Protect personal information and confidential community data.
• Follow access controls, data protection requirements, and company information security procedures.
• Avoid sharing sensitive user information outside authorized channels.
• Handle potentially distressing content professionally and follow available wellbeing and escalation procedures.

3. Required Skills and Qualifications

• High school diploma or equivalent qualification required; a college diploma or bachelors degree in communications, media studies, digital marketing, information technology, psychology, or a related discipline is an advantage.
• Strong written communication skills with excellent grammar, spelling, and attention to detail.
• Ability to understand and apply written policies, guidelines, and procedural instructions.
• Good judgment and critical-thinking skills when reviewing potentially inappropriate or disputed content.
• Strong observational skills and the ability to recognize patterns in online discussions.
• Ability to communicate professionally with users from diverse backgrounds.
• Good organizational skills and the ability to manage multiple moderation cases efficiently.
• Basic computer literacy and familiarity with web browsers, online forums, social media platforms, and digital communication tools.
• Ability to maintain confidentiality and handle sensitive information responsibly.
• Willingness to learn new moderation tools, internal systems, and policy updates.
• A professional attitude, dependable work habits, and a commitment to fair and consistent decision-making.

4. Experience

Previous experience in online community moderation, content review, customer service, trust and safety, social media management, forum administration, or digital support is beneficial but may not be essential for entry‑level positions.

Candidates with relevant experience should demonstrate an understanding of community guidelines, content assessment, incident reporting, conflict resolution, and escalation procedures.

Experience with moderation dashboards, ticketing systems, case management platforms, social media management tools, or customer relationship management software will be an advantage.

Applicants without direct moderation experience may be considered if they demonstrate strong written communication, sound judgment, attention to detail, digital literacy, and the ability to learn company procedures.

New employees will be expected to complete relevant onboarding and policy training before independently handling more complex moderation cases.

5. Working Hours

• Employment Type: Full-time or part-time, depending on the available position.
• Schedule: Fixed or rotating shifts, depending on community coverage requirements.
• Working Days: Weekdays, with weekend or holiday coverage where necessary.
• Work Arrangement: Remote, hybrid, or office-based, depending on the specific vacancy.
• Availability: Some roles may require evening shifts or coverage across different time zones.
• Breaks: Scheduled breaks in accordance with applicable employment policies and local labor laws.
• Training: Initial onboarding and periodic refresher training may be required.
• Candidates should be comfortable working with digital platforms, following established schedules, and meeting agreed service and quality standards.
• Actual working hours, shift arrangements, and remote-work eligibility will be confirmed during the recruitment process.

6. Knowledge, Skills, and Abilities

Knowledge

• Understanding of online communities, digital communication, and user-generated content.
• Familiarity with community moderation principles and respectful online engagement.
• Basic knowledge of common online risks, including harassment, spam, impersonation, and abusive behavior.
• Awareness of privacy, confidentiality, and responsible information handling.
• Willingness to learn company-specific policies, platform rules, and applicable content standards.

Technical Skills

• Ability to navigate online forums, social media platforms, and web-based applications.
• Competence in using email, spreadsheets, document editors, and digital case-tracking tools.
• Ability to record decisions accurately and maintain clear case notes.
• Confidence in learning moderation dashboards, reporting systems, and internal knowledge bases.
• Basic data interpretation skills to identify recurring issues and moderation trends.

Professional Skills

• Analytical thinking: Evaluate reported content objectively and consider relevant context before making decisions.
• Communication: Explain policies and moderation decisions in clear, respectful language.
• Decision-making: Apply established guidelines consistently and recognize when escalation is necessary.
• Attention to detail: Identify subtle policy violations and maintain accurate records.
• Conflict management: Handle disagreements calmly and professionally.
• Time management: Prioritize cases based on urgency, risk, and service expectations.
• Adaptability: Respond effectively to policy updates, emerging trends, and changing community needs.
• Teamwork: Collaborate with moderators, customer support representatives, and policy specialists.
• Integrity: Maintain impartiality, protect confidential information, and follow approved procedures.
• Emotional resilience: Manage exposure to challenging online interactions while using available support and wellbeing resources.

7. Benefits

• Competitive compensation aligned with the role, experience, location, and working arrangement.
• Remote or hybrid working opportunities for eligible positions.
• Structured onboarding and training in moderation policies and digital tools.
• Opportunities to develop skills in online safety, content policy, customer support, and community management.
• Access to team collaboration tools and internal learning resources.
• Supportive team processes for handling complex cases and escalating sensitive incidents.
• Opportunities to participate in quality improvement initiatives and cross-functional projects.
• Potential career development opportunities based on performance, business needs, and available vacancies.
• Paid leave and other employment benefits where provided under the applicable employment agreement and local law.
• Specific benefits, compensation, and eligibility requirements will be communicated during the recruitment process.

8. Why Join Progressive Technology?

Joining Progressive Technology offers an opportunity to contribute to healthier online communities while developing valuable skills in digital communication, policy support, and online safety.

As an Online Community Moderator, you will help ensure that conversations remain constructive and that community standards are applied fairly. Your work will support a better digital experience for users and help internal teams identify risks, resolve concerns, and improve moderation processes.

This role can be a strong starting point for candidates interested in digital operations, content quality, customer experience, trust and safety, or community management. Experienced professionals may also have opportunities to contribute to quality assurance, policy documentation, training, and process improvement.

Progressive Technology values professionalism, accountability, continuous learning, and respectful collaboration. Candidates who enjoy problem‑solving, communicating clearly, and making thoughtful decisions will have the opportunity to build relevant experience in a growing digital work environment.