Bilingual Content Moderator

? *Note: Must be fluent in Portuguese and English**

Gaming Safety Content Moderator - Bilingual...

Location: 100% remote

Target Start Date: November 2024

Contract Duration: open-ended, long-term contract

Benefits: 3 weeks of PTO accrued every 12 months + standard Apex contractor benefits

Pay Rate: up to $20/hr

Required Qualifications: ? Must be fluent in Portuguese and English ? Proven work experience in Content Moderation / Trust & Safety ? Strong interpersonal and communication skills ? Fast reading and typing skills ? Social Media familiarity ? Ability to handle extremely sensitive content and sensitive investigation scenarios that can ultimately lead to Law Enforcement escalations in some situations. Strong constitution is a must. ? Ingenuity and persistence to obtain information not readily available, with an eye for detail. ? Ability to both work well within a team, but also work independently as needed. ? Good organizational skills needed to manage communication flow from multiple Teams channels, email threads, Customer Service tickets, and escalation paths. ? Honest and ethical with high levels of integrity and confidentiality. ? Ability to quickly learn and apply complicated and lengthy policies and processes as they are communicated to our customers.

Job Description:

Moderators help protect one of the most popular games of all time. The goal of a moderator is ensuring that our game is safe and appropriate for all age groups. Moderators will have to utilize a wide variety of tools and problem-solving skills daily to complete their job. If you enjoy and appreciate video games and want to keep the growing community safe, this could be the job for you!
? Enforcement/Moderation ? Work through various categories of items to determine what action, if any, is required. Use context, common sense, and policy as a guide for fair and accurate enforcement decisions in a broad spectrum of circumstances.
? Escalations & Investigations ? Moderators are responsible for handling escalations from internal partners and customers on a regular basis. As a result of these escalations, Investigators are also responsible for handling both the investigate aspect as well as crafting professional responses to our partners. Customer and partner trust isn?t just about taking a report, it?s about the community as a whole trusting us with the reports they submit. Each escalation receives a full investigation before a potential ban is issued on user accounts. The core content types an Investigator may investigate include:
? Harassment, Threats, and Abuse
? Sensitive Content
? Fraud and Marketplace Theft
? User Profile Content
? Account Takeover, Phishing, and Solicitation
? User-Generated Imagery

Deliverables:
? Maintaining SLAs ? as we are a 24-hour team that answers potentially imminent and sensitive escalations. Other SLAs, such as customer inquiries or appeals, must be finalized within 72 hours.
? Communicate clinically and empathetically about sensitive investigations in a timely manner.
? Conduct objective, fair, thorough, unbiased and timely investigations into allegations of fraud, harassment, or misconduct committed by community members.
? Responsible for attending weekly team meetings to keep up with ever shifting landscape
? Work with other teams within organization in a professional manner that helps to show Moderators care and efficacy within the online safety space
? Other areas as agreed by Apex management within position criteria if SLA is not adversely impacted.

Preferred Qualifications: ? Knowledge of and experience with any of the tools we already use, such as: SharePoint, Microsoft Teams, Outlook, Community Sift. ? Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy. ? Adept at queries, report writing and presenting findings

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