Job Details

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 andappreciate video games and want to keep the growing community safe, this could be the job for you!

Moderator

Major Responsibilities:

• 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.

Required Qualifications:

• Proven work experience in related fields
• Strong interpersonal and communication skills
• Ability to handle extremely sensitive content and sensitive investigation scenarios that can ultimately lead to Law Enforcement escalations in some situations. Strong constitution is a must.
• Ingenuity 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.

Preferred Qualifications:

• Knowledge of and experience with any of the tools we already use, such as: SharePoint, Microsoft Teams, Outlook, Community Sift.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Adept at queries, report writing and presenting findings.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844-###-####.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click here for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.