Content Processing Specialist – Content Moderation, Engagement

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

📋 Description

• Oversee the moderation of reviews and comments on clients’ applications and platforms in accordance with brand guidelines and policies.

• Evaluate user feedback to determine whether to moderate or escalate issues in a timely manner.

• Track and engage with customer reviews, comments, and mentions across various platforms.

• Deliver clear and constructive responses while maintaining the appropriate brand tone and contextual awareness.

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

• Recognize trends and challenges in customer communications, including text, memes, and media.

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

• Collaborate with clients to ensure app communities remain safe and consistent with brand values and user guidelines.

• Maintain regular communication with the manager regarding inquiries, concerns, and updates.

• Resolve both public and private customer care issues across social media channels.

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

⛳️ Requirements

• A High School Diploma or equivalent qualification.

• Access to a personal PC or laptop equipped with a functioning webcam.

• A suitable 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 & Portuguese, both written and spoken.

• Excellent verbal communication and writing abilities (friendly, clear, and socially adept).

• General knowledge and 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 consistent in work performance.

• Familiarity with creative or technical digital products, design, photo/video editing, productivity tools, or generative AI tools is a plus.

• Experience with CRM or social tools such as Sprout and Sprinklr is advantageous.

• Background in supporting subscription-based or SaaS products is beneficial.

• Experience using AI-assisted tools is a plus.

🏝️ Benefits

• Fully remote position.

• Ongoing learning experiences and opportunities for career advancement.

• Competitive salary based on local market rates.

• Opportunity to collaborate with innovative global brands.

• Inclusive environment where feedback and suggestions are valued.

• Diverse and global team atmosphere.