Job Description

Are you someone with native German skills who's meticulous, caring, and passionate about online safety ? Do you thrive in a bustling global setting? If so, consider joining our expanding e-commerce team in Qormi, Malta , as a German-Speaking Online Safety and Moderation Specialist . This is a great chance to play a key role in keeping our online community safe and reliable for everyone.

About the Role

As an Online Safety and Moderation Specialist , you'll be on the front lines, protecting our users and brand on our lively e-commerce platform. This is a hybrid position; you'll work from our Qormi office two days a week for teamwork and engagement, and remotely for the other three days.

Your main duty will be to carefully review user-submitted content , ensuring it strictly follows our community rules, terms of service, and legal guidelines. Your sharp attention to detail will be vital for spotting and handling content that breaks our rules, directly helping to create a positive and safe user experience.

Beyond moderating content, you'll also provide essential support to our users . You'll be their primary contact for questions and issues, communicating with our community via email and chat in both German and English . This dual role requires excellent communication skills, empathy, and a strong commitment to delivering outstanding user experiences.

While having previous experience in online moderation or customer support is a plus, it's not a strict requirement . We're dedicated to nurturing talent and offer thorough training to ensure you gain all the skills and knowledge needed to excel in this demanding yet rewarding position. We're looking for individuals who are hardworking, eager to learn, and genuinely interested in making the online world safer.

Key Responsibilities

Your role will cover two main areas:

1. Content Moderation

• Detailed Content Checks: You'll thoroughly check and moderate various types of user-generated content, such as product reviews, comments, forum posts, images, and videos. Your goal is to ensure everything adheres strictly to our content rules, community guidelines, and relevant laws.
• Policy Enforcement: You'll proactively identify and quickly act against a wide range of harmful content, including spam, fraud, hate speech, harassment, misinformation, copyright violations, and illegal activities.
• Tool Usage: You'll skillfully use various moderation tools and internal systems to effectively track, manage, and resolve content violations.
• Staying Current: You'll continuously keep up-to-date with the latest online safety trends, new platform policies, and industry best practices to anticipate and address new challenges.
• Improving Processes: You'll actively contribute to improving and refining our moderation guidelines and processes, sharing your insights and suggestions to boost efficiency and effectiveness.

2. User Support

• Multilingual Assistance: You'll provide prompt, professional, and very empathetic support to our diverse users via email and chat, primarily in German and English.
• Issue Resolution: You'll handle a comprehensive range of user questions, covering account problems, technical difficulties, policy clarifications, and general help with navigating the platform.
• Troubleshooting & Escalation: You'll expertly troubleshoot user issues and, when necessary, efficiently escalate complex or tricky problems to the right internal teams for specialized help.
• User Education: You'll proactively inform users about our platform policies, helping them understand the rules and encouraging positive, safe online behavior within our community.
• Accurate Record-Keeping: You'll maintain precise and detailed records of all user interactions for clear documentation and analysis.

3. Collaboration & Reporting

• Team Collaboration: You'll work closely and effectively with various internal teams, including Legal, Product Development, and Engineering, to address new online safety issues and collectively enhance platform safety features.
• Performance Reporting: You'll help with regular reports on key moderation data, identify content trends, and provide insightful analysis to support strategic decisions.
• Continuous Learning: You'll actively participate in team meetings, workshops, and ongoing training sessions to continuously improve your skills, expand your knowledge, and stay at the forefront of online safety practices.

Qualifications

• Native-level German (C2 or equivalent) is essential. You must have an exceptional command of German, allowing you to grasp subtle communication and express yourself clearly, precisely, and accurately, both in writing and speaking, including a strong understanding of cultural nuances.
• Proficient in English (B2 or equivalent). You'll communicate extensively with internal teams and some users in English, so a solid working knowledge is required.
• Excellent written and verbal communication skills in both German and English.
• Strong analytical skills combined with a keen eye for detail to spot minor policy breaches or potential risks.
• Proven ability to make sound decisions independently and effectively under pressure in a fast-paced environment.
• High level of empathy and emotional intelligence to handle sensitive user interactions with understanding and professionalism.
• Ability to work effectively in a dynamic, fast-paced, and constantly changing online environment.
• Comfortable reviewing potentially disturbing or sensitive content that may arise during moderation tasks.
• Strong organizational skills and the ability to manage multiple tasks effectively without compromising quality.
• Tech-savvy with a good understanding of online platforms, social media dynamics, and e-commerce operations.
• Previous experience in online moderation, content review, or customer support is a bonus, but not mandatory. We value enthusiasm and potential!

What We Offer

Joining us means becoming part of an international, supportive, and rapidly growing company. We believe in investing in our people and provide:

• Competitive Salary: A highly competitive salary package that truly reflects your skills, experience, and the significant value you bring to our team.
• Comprehensive Benefits: A robust benefits package designed to support your well-being, including full health and life insurance.
• Excellent Career Growth Opportunities: We are fully committed to our employees' professional development and advancement. You'll have plenty of opportunities for career progression, continuous learning, and skill enhancement within a rapidly expanding e-commerce environment.
• Dynamic and Supportive Work Environment: Join a truly collaborative, inclusive, and international team dedicated to creating a safe and positive online experience for millions of users.
• Hybrid Work Model: Benefit from the flexibility of our hybrid work model, combining the advantages of on-site collaboration at our modern Qormi office with the convenience of remote work.
• Relocation Package: For candidates moving to Qormi, Malta for this role, a comprehensive relocation package will be provided to ensure a smooth transition.
• And many more benefits designed to foster a positive and rewarding employee experience.

If you are a passionate and dedicated individual with an unwavering commitment to online safety and user satisfaction, and you meet our essential language requirements, we strongly encourage you to apply! Come help us build a secure, thriving, and responsible e-commerce community from our base in beautiful Malta.

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