Content Moderation Supervisor

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: 1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care 2. We believe in technology as an enabler 3. We’re driven by helping customers attain better outcomes This position is part of the Mable team. About Mable Mable is one of Australia's leading and fastest-growing healthtech platforms. As a purpose-driven company, we are where thousands of people with disability and older Australians have connected with independent support workers of their choosing and on terms that suit them. With more than 25 million hours of support facilitated since 2014, it's no wonder we have been recognised on the AFR's Top 100, Deloitte Tech Fast 50, were previously awarded Australian Growth & Technology Growth Company of the Year. By working at Mable, you will join a high productivity and dynamic team environment, leading to meaningful change in Australia's care and support sectors. To find out more, visit https://mable.com.au/ About the role As a Moderation Supervisor, you will be critical in ensuring that all customers on the Mable platform are effectively safeguarded and supported. Reporting to the Senior Manager, Incidents and Complaints , you will supervise the day-to-day operations of the Content Moderation function, providing guidance and support to a team of Content Moderation Specialists. In this role, you will work closely with customers to understand their concerns, explain outcomes, and support resolutions that ensure the safety and well-being of our community. Your responsibilities will blend overseeing daily operations, managing a small team, and maintaining high service standards, all while promoting a culture of continuous improvement. You will be accountable for ensuring that moderation cases are handled effectively and efficiently, providing mentorship and coaching to your team, and ensuring service targets are met. Your role will also involve collaborating with cross-functional teams to maintain seamless customer service, improve processes, and support the platform's overall customer experience. Key Accountabilities Manage the Moderation function and nurture the Moderation team members to improve the quality and efficiency of outputs. Provide feedback and support to team members to enhance performance and promote a positive and collaborative team environment. Capture and monitor team performance through KPI management and reporting on team’s key performance indicators (KPIs) to the Senior Manager Incidents and Complaints. Conducting quality assurance checks to ensure service standards were met, identify areas for improvement and suggest corrective actions. Lead weekly and monthly reporting on moderation cases, paying attention to trends and potential anomalies in the data. Ensure that the Senior Manager Incidents & Complaints is informed of any issues, concerns or improvement opportunities of note. Harness the available data to assess team performance and track the behavioural trends of users, highlighting potential solutions to any problem areas identified. Serve as the escalation point for complex, high-risk cases where applying documented processes and personal judgement do not achieve a clear outcome. Ensure all processes, knowledge articles and templates are up to date and continue to be fit for purpose. Provide detailed written accounts of actions taken in response to moderation cases, capturing the end-to-end process followed, the justification for the actions taken and the outcome of the review. Manage an individual case load of moderation cases. Receive and make phone calls to platform users regarding activity picked up by the Moderation service. Manage the moderation case process in accordance with all Mable policies and processes. Promote a positive and professional culture within the team. Skills, knowledge and experience Strong understanding of moderation systems applied in a digital environment Innovative, practical and pragmatic in your approach to problem-solving Passionate about customer service & comfortable handling challenging conversations A real collaborator with ability to achieve goals through cross-functional solutions Experienced of documenting and communicating written processes and procedures Confidence using software and applications (Salesforce experience advantageous) Advanced written & verbal communication skills Excellent judgement and comfortable making difficult decisions Calm, confident, and well-prepared Excellent attention to detail, time management and organisational skills Team player mentality and committed to a high-performance culture We’re powered by purpose We’re Switched On 💡 We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights. We’re Bold 📣 We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas. We’re One 🤝 We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking. We’re Impactful 🌟 We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives. Values we share as part of Attain Healthtech Break New Ground 🧨 We simplify care with creativity and bold ideas. Make It Matter 💟 We put people at the centre and create impact that improves lives. Own The Outcome 🥇 We aim high, deliver excellence and drive results that last. Our benefits Power your career ⚡️ Learn from industry experts, experienced leaders, and on-the-job opportunities. Access parental leave 👶 Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation. Work with flexibility 🏠 We’re a hybrid workplace, balancing time in the office with remote work. Flexi Leave Days 🌴 Get one extra paid leave day per quarter for what makes you happy. Take a floating public holiday 🫶🏾 Acknowledge a significant day your way with family and friends. Be rewarded 🏆 Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program. We are one As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!