Conversational Content Moderator

1 week ago

Cebu City, Central Visayas, Philippines beBeeCompliance Full time $70,000 - $95,000

About Sinch

Sinch is pioneering the way the world communicates.

More than 150,000 businesses rely on Sinch's Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

We make it easy for you to verify users or craft omnichannel campaigns.

Our AI-infused Super Network, APIs, and applications ensure reliable and secure connections with your customers at every step of their journey.

At Sinch, we Dream Big, Win Together, Keep it Simple, and Make it Happen.

These values are our foundation for fostering an environment where diversity of thinking, skills, and experiences are embraced, delivering innovation and better business results.

Job Description:

This role will work in conjunction with other security measures to ensure our customers can use their accounts to their full extent and help keep our platform free of bad actors.

As a Compliance & Monitoring Specialist, you will:

  • Monitor and approve live message content for customers, looking for possible fraud, spam, and phishing content.
  • Detect and report fraudulent activity and take appropriate actions to block accounts.
  • Be a compliance expert - stay up to date on new compliance updates and share new information and best practices with teams across the business.
  • Identify opportunities to educate customers about content guidelines and texting responsibly, working hand in hand with the support teams to ensure our customers are sending compliant messaging.

Responsibilities:

  • Ensure messages containing disallowed content are not released, and suspicious accounts have the appropriate actions taken.
  • Assess message/account reviews holistically, considering both immediate risks and long-term impacts to the business.
  • Strong communication with team members and leaders across the Sinch business relating to compliance/fraud/spam concerns and opportunities to improve processes and customer experience.
  • Recognize patterns and provide guidance and suggestions for customers to enhance their success on the platform, then hand-off to Support, Account Executives or Account Managers to partner with these customers.

Qualifications:

  • English is your primary language. Secondary languages are a plus, with bonus points for Spanish.
  • At least 1 year of experience providing live chat customer support for a software/SaaS platform (or equivalent).
  • Experience in a similar role is desired, particularly one that has required exceptionally high detail orientation.
  • Demonstrable critical thinking, communication, and creative problem-solving skills and be able to drive improvements through to fruition.
  • Ability to learn new software platforms quickly.
  • Proven experience working autonomously.
  • Self-starter, positive, and can-do attitude, ability to continuously develop and adapt to a growing team.
  • Highly organized, you can manage your schedule and prioritize where there are conflicting priorities.
  • Familiarity with live chat, working in customer ticketing platforms and CRM platforms.

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