What are the responsibilities and job description for the Social Media Content Moderator- Onsite position at TP?
About TP
TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.
Benefits of working with TP include:
- Paid Training
- Competitive Wages
- Full Benefits (Medical, Dental, Vision, 401k and more)
- Paid Time Off
- Employee wellness and engagement programs
TP and You
As the eyes and ears for our team fielding customer inquiries and finding innovative ways to respond, you will work in a collaborative and engaging environment. You will have the chance to interact with people from all walks of life, and no two days will be the same. As you continue to grow and challenge yourself, you will discover your potential can take you anywhere you want to go.
Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!
This position will be based on-site at our Port Saint Lucie, Florida location.
- Review content to determine community guidelines are met while upholding a high standard of accuracy and quality
- Participate in frequent refresher training to always implement correct policies
- Comply with the performance indicators or parameters defined by the specific client's operation
- Review, classify and / or eliminate highly sensitive content, uploaded by users, according to the parameters defined by the client
- Investigate and resolve complex issues regarding content within agreed-upon turnaround times and standards of quality
- Comply with corporate confidentiality policies and the proper handling of customer information to guarantee the security of the information
- Participate in continuous training programs established by the company for optimal development in the role
- Comply with all the orders, instructions, procedures related and complementary to the role
- Able to moderate traumatic, sensitive and potentially offensive content
- Provide trends and insights to develop improvements to the overall processes and provide recommendations for process, policy and product improvements
- Remain up to date on key workflow changes, operational guidelines, policy updates and Community Standards
Qualifications:
- Experience navigating internet websites including social media, commercial websites, etc.
- Comfortabililty reviewing internet content that may be deemed inappropriate and/or contain explicit material.
- Attention to detail.
- High School Diploma or equivalent.
- Minimum of 6 months of customer service experience.
- Must be 18 years of age or older.
- Ability to type at least 25 words per minute.
- Comfortable with desktop computer systems and have general knowledge of Windows-based systems.
- Customer service and/or sales experience preferred.
- College degree preferred but not required.
- Predictable and reliable attendance.
Process Excellence: Demonstrate commitment to following established procedures and be customer service driven.- Collaboration: Proven ability to collaborate effectively with team members, supervisors, and support departments to resolve customer issues and achieve performance goals.
- Communication: Outstanding communication, listening, and analytical skills.
- Organizational Skills: Strong organizational and problem-solving skills.
- Emotional Intelligence: Ability to prioritize tasks and work well under pressure while remaining focused.
- Open-Mindedness: Open-minded approach to feedback, evolving policies, and working within a structured schedule that includes a variety of shifts.
- Critical Thinking: Sharp critical thinking skills, enabling quick analysis of customer issues and thoughtful, informed decision-making.
- Solution-Oriented: Proactive approach to problem-solving with a focus on creating a positive customer experience.
- Experience in reviewing/monitoring social media
- Consistent work history
- Proven oral & written communication skills
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.
EOE/Disability/Vets