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Senior Moderation Team Manager

Company:
Gear Inc.
Location:
Hanoi, Hanoi, Vietnam
Posted:
November 10, 2018

Description:

Gear Inc. is seeking a Senior Moderation Team Manager for our Moderation team. Ideal candidates are able to adapt and are well known with fast moving and last moment changes. You have multiple years of experience, and understand content moderation to its full extent. Your job will be spread out over multiple countries and teams, with management over 1000 people.

Your main responsibilities will be:

- Quality assurance of service moderating large numbers of user-generated content.

- Provide analytical reviews and scores of moderated content.

- Increasing moderation quality and efficiency ensuring the highest quality standards and administration of content audit process.

- Handling queries and escalations from agents, ex. with systems and tools, and clarifying policy guidelines.

- Metric driven, analyzing and reporting on team productivity and delivery of targets to Head of the department.

- Foster team spirit and high employee morale.

- Moderate the marking of a specified number of Centres in line with the moderation instructions in order to determine whether any adjustment of the marks is necessary.

- Complete a scaling report for each center to record what adjustments, if any, are recommended.

- Managing 1000+ people team.

BENEFITS

- Attractive salary and benefits, international, fun and professional working environment

- An open and honest culture where people are valued, treated fairly and trusted and empowered

- Flexible working hours, we work 40 hours per week (Monday-Friday)

- 13th salary and additional bonus every year

- Lunch allowance and free drinks (coffee, tea, etc)

- Health Insurance package

- Annual health check, annual flu vaccination

- Paid leave (12 days/year)

- A standing desk if you like; No dress code; Company trip

- Gym and Game room for everyone: We love board games, video games, PS4, ping pong, football tables, and many more!

- In-house classes: Kickboxing, Yoga, Zumba, BJJ

- For non-Vietnamese staff, support for making Vietnamese work permits, resident cards and others

- Salary range: to be discussed

JOB REQUIREMENTS:

- Have 7-10 years of experience with community moderation, customer support, quality assurance, and/or content curation

- 6+ years management experience in leading a web Content and/or a large operations environment, managing multilingual, Multinational and multi shifts & - Multi-skilled teams, managing managers (1000 plus people)

- Self-starters and a high degree of personal responsibility

- Analytically-minded and detail oriented

- Demonstrate a positive, can-do, proactive attitude

- Be able to function in a fast-moving environment

- Enjoy working and contributing as part of a team

- Good to have but not required: experience with Google sheets/documents

- Adept at content management processes and tools.

- Excellent time-management and organizational skills.

- Demonstrated success in monitoring and coordinating a large multi-skilled team with metric driven performance and productivity.

- Ability to Multitask, with an effective resolution of conflicting priorities.

- Ability to speak and write English is a must. Additional language would be a plus.