Content Moderator – Content Processing Specialist, Engagement

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee and moderate reviews and comments on the client's applications and platforms in accordance with brand policies and guidelines.

• Assess user feedback and promptly determine whether to moderate or escalate issues as necessary.

• Monitor and interact with customer reviews, comments, and mentions across various platforms.

• Deliver clear and constructive responses about client products, utilizing appropriate judgment, context awareness, and brand tone.

• Engage with potential customers through public replies, chat, email, direct messages, and app store review sections.

• Identify trends or issues in customer communications, including text, memes, and media content.

• Stay informed on current social media and app store terminology, sharing insights with the team.

• Collaborate closely with the client to maintain app communities that are safe and aligned with brand values and user guidelines.

• Regularly communicate with the manager to address inquiries, resolve issues, and provide updates.

• Address both public and private customer care concerns across social media channels.

• Contribute to maintaining consistent quality in tone, accuracy, and decision-making across shifts.

• Safeguard brands from harmful content while fostering positive communities by responding to and eliminating negative brand sentiments.

⛳️ Requirements

• A High School Diploma or an equivalent qualification.

• A personal PC or laptop equipped with a functional webcam.

• A conducive home working environment with a reliable internet connection.

• A minimum of 2 years of experience in moderation, community management, customer experience support, or digital customer service.

• Proficiency in English and Portuguese, both written and spoken.

• Excellent verbal communication and writing skills (friendly, clear, and socially attuned).

• General knowledge and keen interest in various social media platforms.

• Ability to work an 8-hour shift on a rotating schedule.

• Composed under pressure and confident in high-visibility comment sections.

• Organized, accountable, and reliable.

• Familiarity with creative or technical digital products is a plus.

• Experience using CRM or social media tools like Sprout and Sprinklr is an advantage.

• Experience supporting subscription-based or SaaS products is a plus.

• Experience with AI-assisted tools is a plus.

• CV must be submitted in English.

🏝️ Benefits

• Fully remote position.

• Opportunities for continuous learning and career advancement.

• Competitive compensation based on local market rates.

• Chance to collaborate with innovative global brands.

• Supportive environment where feedback and suggestions are valued.

• Diverse and global team atmosphere.