This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Content Processing Specialist (Content Moderation & Engagement) based in Brazil.
This role offers the opportunity to help shape safer and more positive digital communities for global brands.
You will be responsible for reviewing, analyzing, and responding to user-generated content across multiple online platforms.
The position combines content moderation, customer engagement, and brand reputation management in a fast-paced digital environment.
You will use strong judgment and communication skills to handle sensitive conversations while maintaining brand voice and community standards.
Working remotely with an international team, you will collaborate with professionals from diverse backgrounds and contribute to improving online experiences.
This is an ideal opportunity for someone passionate about social media, customer experience, and digital communities who enjoys solving problems independently.
Accountabilities:
The Content Processing Specialist will support digital community management by monitoring user interactions, moderating content, and engaging with customers to maintain safe, positive, and meaningful online experiences. The role requires attention to detail, empathy, strong communication skills, and the ability to make informed decisions in high-volume environments.
- Review and moderate comments, reviews, and user-generated content across client platforms according to established guidelines and policies.
- Analyze customer feedback and determine appropriate actions, including moderation decisions, responses, or escalation when necessary.
- Monitor social media channels, app stores, and digital communities to identify customer concerns, trends, and emerging issues.
- Respond to customer interactions through public comments, private messages, chat, email, and app review platforms while maintaining the appropriate brand tone.
- Handle negative feedback and sensitive situations with professionalism, empathy, and sound judgment.
- Protect brand reputation by removing harmful content and promoting constructive community engagement.
- Identify recurring themes, trends, and customer sentiment patterns, including text-based and multimedia content.
- Stay informed about social media trends, platform updates, and digital communication styles.
- Collaborate with internal teams and stakeholders to ensure online communities remain aligned with brand values and user expectations.
- Maintain regular communication with managers to share updates, raise questions, and resolve operational challenges.
- Support consistent quality standards across different shifts, ensuring accuracy, tone, and decision-making alignment.
- Contribute ideas and feedback to improve moderation processes and customer engagement strategies.
Requirements:
The ideal candidate is a proactive and detail-oriented professional with experience in content moderation, community management, customer support, or digital engagement. They should be comfortable working independently, managing sensitive interactions, and adapting quickly in a dynamic social media environment.
- High School Diploma or equivalent qualification.
- At least 2 years of experience in content moderation, community management, customer experience support, or digital customer service.
- Fluency in English and Portuguese, both written and spoken.
- Strong written and verbal communication skills with a friendly, clear, and socially aware communication style.
- General knowledge of and interest in social media platforms, online communities, and digital trends.
- Ability to analyze information, apply guidelines consistently, and make thoughtful moderation decisions.
- Strong attention to detail, organization, accountability, and reliability.
- Ability to remain calm under pressure when handling high-visibility comments and sensitive customer situations.
- Ability to work an 8-hour shift with a rotating schedule.
- Access to a personal computer/laptop with a working webcam.
- Stable internet connection and a suitable home working environment.
Preferred qualifications:
- Experience with creative or technical digital products, including design tools, photo/video editing platforms, productivity software, or generative AI tools.
- Familiarity with CRM systems or social media management platforms such as Sprout or Sprinklr.
- Experience supporting subscription-based products or SaaS platforms.
- Experience using AI-assisted tools to improve productivity and workflows.
Benefits:
- Fully remote work opportunity.
- Competitive compensation aligned with local market rates.
- Continuous learning opportunities and professional development support.
- Career growth opportunities within a global organization.
- Opportunity to collaborate with innovative international brands.
- Inclusive and diverse work environment with colleagues from different backgrounds.
- Culture that values employee feedback, ideas, and suggestions.
- Exposure to global social media, customer experience, and digital community practices.
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