Job Title

Job#: 3016617Job 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 youu00a0ModeratorMajor Responsibilities:u00a0- Enforcement/Moderation -- Work through various categories of moderated 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- Enforcement Appeals -- All accounts that receive enforcement action lasting longer than one day are given the chance to appeal. Appeals allow us to educate and reform customers so that they can be re-introduced to the community. Investigators should consider the following when handling an appeal: - Educate the customer even if they are upset. - How capable of reform are they? - Should we consider a more compassionate approach? - Did the initial Agent or Investigator who acted against the account follow all processes correctly?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.u00a0Required Qualifications:Proven work experience in related fieldsStrong interpersonal and communication skillsAbility to handle extremely sensitive content and sensitive investigation scenarios that can ultimately lead to Law Enforcement escalations in some situations. Strong constitution is a genuity 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.