Key Responsibilities:

• Content Management:
• Review, classify, and/or remove content based on client guidelines using designated tools and channels.
• Stay informed about and adhere to evolving client policies and guidelines.
• Issue Resolution:
• Investigate and address complex content issues, and communicate findings to the broader Trust and Safety team.
• Advocate for user safety while ensuring compliance with client policies.
• Process Improvement:
• Participate in initiatives aimed at enhancing the quality and efficiency of content moderation processes.
• Engage in continuous training and workgroup discussions to improve skills and effectiveness.
• Sensitive Topics Engagement:
• Handle discussions on socially sensitive topics with the goal of maintaining community safety and adherence to client guidelines.

Basic Qualifications/Skills Needed:

• Emotional Resilience: Strong coping skills, emotional resilience, and stress management abilities.
• Language Skills: Excellent comprehension, communication, and proficiency in English and Vietnamese.
• Objectivity: Ability to perform duties impartially, adhering strictly to client policies without personal biases.
• Attention to Detail: Exceptional attention to detail with the ability to synthesize and analyze information from multiple sources.
• Critical Thinking: Strong critical thinking and decision-making skills.
• Internet Knowledge: Deep familiarity with and passion for internet platforms and culture.
• Cultural Awareness: High affinity and cultural awareness of political and social situations relevant to the supported market and region.
• Teamwork: Ability to work effectively both independently and as part of a team.
• Flexibility: Willingness to work various shifts, including non-standard hours, weekends, and public holidays.
• Adaptability: Flexibility to meet changing business needs in a fast-paced environment.
• Commitment: Strong dedication to maintaining quality, efficiency, and effectiveness.
• Experience: Previous experience in business process outsourcing, customer service, or content moderation is advantageous.