Digital Review Content Moderation

About the position

Staffmark Workforce Solutions offers an exciting contract opportunity for a Digital Review Content Moderation position at a global leader in electronics, mobile devices, and appliances located in Plano, TX. This role is crucial in ensuring the best customer experience by moderating reviews and ratings content on the company website and partner sites. The Reviews Content Moderator will be responsible for viewing and responding to customer feedback, both positive and negative, to maintain the company’s voice and enhance customer satisfaction. Moderators play an integral role in providing a ‘wow’ customer experience, which is essential for the company’s reputation and customer loyalty. The position requires direct experience with brand content moderation and the ability to learn and understand specific products across multiple categories. The moderator will need to respond professionally and accurately to both satisfied and dissatisfied customers, ensuring that all interactions reflect the company’s commitment to quality service. This role will report directly to the Senior Manager of Digital Media and will involve regular meetings to discuss process improvements and updated guidelines. In this position, the moderator will assist in reviewing and responding to all incoming reviews for mobile products, including mobile phones, tablets, and watches. They will follow standard operating procedures for managing and reporting on reviews, become a product expert in the mobile category, and improve the end-user customer experience. The role also involves escalating reviews that fall outside of company policies and providing direct responses to consumer feedback using the internal platform or partner portals.

Responsibilities
• Assist in reviewing/responding to all incoming reviews for mobile products on the company website and partner sites.
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• Follow standard operating procedures for responding, managing, and reporting on all incoming reviews.
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• Become a product expert on all products in the mobile category.
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• Provide direct responses to end-user consumer feedback using the internal platform or directly on the partner’s portal.
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• Become and remain knowledgeable about response policies.
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• Improve end-user customer experience of products.
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• Escalate reviews that are outside of company policies where appropriate.
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• Participate in regular meetings to discuss process improvements and updated guidelines.

Requirements
• Minimum 2+ years of content moderation experience.
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• Bachelor’s degree in a related field or equivalent experience.
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• Excellent written and verbal communication skills.
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• Self-starter with a focused work ethic.
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• Strong emotional intelligence and resilience.
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• Proficiency in MS Office: Internet Explorer, Excel, Word, and PowerPoint.
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• Attention to detail.

Nice-to-haves
• Demonstrated ability to interact in a team setting.
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• Ability to write, read, interpret, and act based on a thorough understanding of policies, guidelines, and SOP.
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• Ability to take directions and carry out tasks without constant supervision.
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• Ability to support and assist best-in-class reporting for notable issues and trends for products.
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• Willingness to take on other responsibilities as needed.

Benefits
• Health insurance
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• Dental insurance
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• 401(k)
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• Paid time off
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• Vision insurance