Customer Service Advisor: Digital Marketing Content Moderation

San Antonio, Texas Full Time Operations

TaskUs is an Inc. 500 Fastest Growing Companies in America 3 years and running. There are 49 of us at our newly built office in Santa Monica, and 5,000+ employees internationally (sounds big, but we still consider ourselves a startup). This role is based out of our brand new office in San Antonio, TX- our first domestic production site. Within minutes of the hip Pearl District and along the San Pedro Creek Project, the area offers plenty of green space, hiking and biking trails, art districts, restaurants, hotels and a booming startup scene- the perfect place for TaskUs to call home.

TaskUs is where people who are fed up with the status quo come to thrive. We are a collective of doers who believe that even if something isn't broken, it could still do with some fixing. Our attitude to continuous improvement is just one of the beliefs that emanate from our core values, which are the backbone of our company and our culture.

We’re looking for a team of Content Moderators to join our reputable team of dedicated support members in our customer experience agency. This is a unique, customer centric role in a high volume, start-up environment. Content Moderators actively contribute to excellence in customer support – and they are passionate about connecting customers with the right solutions. The position is full time, 5 days a week.

 Job Summary

Our client’s, one of the world’s largest social media platforms, believes in giving people the power to build community and bring the world closer together. They have built a company that connects billions of people, through apps and services, giving them ways to connect and share what matter the most. It is the mission of the Business Integrity team to ensure safe and trusted connections between people, businesses, and social media. Our team works together to anticipate and predict potential threats to our platform, design and build tools to protect against these threats, and then implement and enforce these systems at scale. We leverage data analysis, machine learning and a robust infrastructure to review the quality of promoted content on our platform. We partner closely with several cross-functional teams, including product, engineering, and data science, to ensure high quality and safe experiences for both people and businesses across the Social Media family of apps. Successful candidates for this team are adaptable, creative, have a bias toward action, and aren't afraid of being wrong.

Responsibilities:

  • Assist our community and help resolve inquiries empathetically, accurately and on time
  • Become and remain knowledgeable about social media products and community standards
  • Review and analyzing data ensuring that it follows social media business intelligence excellence 
  • Enforce company's Terms of Use by carefully monitoring reports of abuse on the site
  • Make well-balanced decisions and personally driven to be an effective advocate for our community
  • Strong interpersonal skills, verbal and written communication skills and most importantly empathy
  • Be on the front lines of the workflow and proactively communicate regular updates, concerns, trends and the impact of changes to all internal stakeholders
  • Investigate and resolve issues that are reported on social media such as requests for account support and reports of potentially abusive content
  • Respond to user inquiries with high quality, speed, empathy, and accuracy
  • Use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of users
  • Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site
  • Review the reported content within agreed turnaround times and standards of quality
  • Identify inefficiencies in workflows and suggest solutions
  • Recognize trends and patterns, and escalate issues outside the company policy to the global team

Requirements:

  • Native English Proficiency, both Written and Verbal
  • High School Diploma or equivalent Required.
  • Associates / Bachelors Degree Preferred
  • Minimum 1 year prior Operations experience in shared services, Business Process Outsourcing environment or comparable environment
  • 1+ years experience in content moderation
  • High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each ‘rep’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with FB’s abuse standard policies and training materials
  • Available to work on weekends, and with a pre-determined schedule from the client


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