Content Moderator Team Lead - TSY

Role Details

Contract Duration: Permanent

Work Schedule: To be determined

Work Type and Location: Remote, Metro Manila

Expected Start Date: ASAP

About Us

A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day and thrive

About The Role

We are looking for a passionate, support-focused Forum Content Moderator professional to take on our growing operations and need for world-class quality Community Support. As a CM Specialist at PartnerHero, you will focus on reviewing Community Forum interactions on a daily basis, assessing critical insights regarding Sentiment, Volume, Tone, and Main Topics to provide continuous improvement for our partner’s platform and associated services.

A successful candidate will be able to accurately and consistently moderate and manage a wide variety of discussions related to e-commerce and a myriad of adjacent topics, and synthesize their actions and findings through daily executive summaries based on their observations and the moderation strategies employed throughout the day. Amongst the expectations this position entails, a successful CM Specialist will master the product and its internal processes, keep up with changes, and be on the lookout for ways to continuously improve the program’s materials and strategies by consistently and proactively providing actionable feedback and suggestions.

The ideal candidate is detail-oriented while able to see the big picture and a strong independent worker who can confidently express themselves through impeccable writing and a sharply developed sense of our partner’s Brand Voice.

What You'll Do...

• Reviewing and moderating interactions between members of our partner-owned Community Forums;
• Enforcing our partner’s Community Guidelines by actioning on any content that does not adhere to their content standards and company values;
• Escalating any outstanding requests and assorted situations that may warrant intervention from partner teams, including but not limited to technical issues reported by community members, marketplace content that goes against the partner’s guidelines, and any other situations that may otherwise pose brand risk
• Assisting with the continued development of the partner’s public communications, e.g., creating and improving text macros used to communicate with community members across multiple channels (Forums, email, private messaging, etc)
• Actively collaborate with the team to create forum responses that instill trust in the brand, keep the community informed, reduce brand risk and provide reassurance to members.
• Providing daily and ad-hoc executive summaries regarding numerous topics related to the discussions taking place in the partner’s Community Forums, including detailed notes on the volume, tone, and sentiment being shared in threads and sub-communities
• Preparing reports for Team Leads, Program Managers, and other key stakeholders regarding trends in the platform, recent launches, troubleshooting, and opportunities for process and product improvements
• Remaining up to date on all necessary processes, products, and policies impacting the partner’s brand and platform
• Demonstrating a clear understanding of the partner's Brand Voice, keeping the human connection at the heart of their interactions across all partner-led channels, and adapting the tone and delivery of their communication to best suit the applicable context.
  
  
  

What we expect from you:

• Solid background in Content Moderation (mandatory)
• Impeccable written communication and reading comprehension skills (mandatory)
• At least 1 year in a Community / Forums / Social Media moderation role (desired)
• Experience in e-commerce-related roles (desired)
• Experience with Executive-level reporting, with a strong understanding of Brand Voice
• Flexible and adaptable communication skills
• Strong proactive investigation skills
• A heightened level of maturity and proactivity, with strong self-organization and prioritization skills in a primarily remote work environment
• Ability to seamlessly integrate and collaborate in a multicultural environment
• Strong knowledge of Qualitative Data Analysis and Reporting
• Strong decision-making, with a consistently high level of maturity and discernment
• Excellent time management and ability to meet deadlines consistently and reliably
  
  
  

What you will get in return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Overtime is available if applicable
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
  
  
  

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues
  
  
  

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact

PRIVACY NOTICE

PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center