Our Trust & Safety team's commitment is to keep our online community safe. We have invested heavily in human and machine-based moderation to remove harmful content quickly and often before it reaches our general community.
Our SME will act as a facilitator for our internal & external stakeholders, be a single internal voice for policy communication, take an active role in performance monitoring, and provide crucial reporting to management leading to the success & growth of our teams.
The successful candidate must be capable of working with XFN teams to identify the needs of our various projects. Be comfortable navigating ambiguous situations, and be able to set clear achievable goals for themselves & our teams.
They must also be willing and able to take ownership of this role, identify & suggest process improvements, & develop a best practice model for the SME role.
Responsibilities:
- Working both independently, and in collaboration with stakeholders, to deliver high performance standards across all relevant projects, and develop a best practice model for maintaining high performance on those projects.
- Represent the team at global policy meetings to stay up to date with policy developments and provide feedback on implementation and execution.
- Act as Policy POC for relevant projects, facilitating efficient & timely communication of policy questions & updates between all internal & external stakeholders.
- Compile & deliver regular performance data reports to management teams as required.
- Facilitate RCA escalation through the relevant process.
- Identify and assess areas for performance improvement across each market, and be solution driven and proactive in delivering these solutions.
- Participate in or lead policy briefings to ensure any changes are consistent and in line with local cultural, socio, geographical and political conditions.
- Balance efficient delivery of tasks in each queue through TCS.
- Be able & willing to suggest or allocate resources to backfill temporary gaps in market support.
- Work closely with internal stakeholders to further develop onboarding training SOP's & materials, as well as ongoing legacy planning.
- Perform regular queue moderation, or participate in knowledge quizzes when required, to maintain policy implementation skills.
- Assist with interviews & other hiring process duties.
- Deputise for Team Leader when needed, assisting with operational tasks and performance monitoring etc.
- Collaborate with Team Leads to further develop internal structures for performance management, team, and individual growth.
