Customer Success and Content Moderation Specialist

21 hours ago

Taipei City, Taiwan TRON DAO Full time NT$480,000 - NT$1,440,000 per year

About the job

As our slogan states, "Your stream, Your rules," DLive is trying to build a community for people to have the freedom to deliver their creativity to the world.

To be a Customer Success and Content Moderation Specialist, you will be maintaining the integrity of the content on our platform in adherence to our terms of service guidelines, while upholding the people's freedom of expression. Also, you are responsible for ensuring that customers are satisfied with DLive and that their needs are met. You will have to engage with customers, provide them guidance and support.

You will ensure that all content on our platform will follow the service guidelines, including Live streams, VODs, chat, and user profiles. You are the bridge between users and the platform, assisting users in solving problems through a support ticket system. It is hoped that over time, you may assist in research and development into better processes to make content moderation more streamlined and accurate.

Preferred requirements

  • English native proficiency , a second language such as French or German would be a plus.
  • 2+ years' experience working in customer service or a content moderation environment preferably for a technical SaaS product.
  • Good communication and organizational skills to handle a large number of tickets and requests.
  • Ability to proactively identify problems.
  • Work independently without direct supervision.
  • Fixed working hours:

*Sunday: 9am - 12pm (3h)

*Monday: 5am - 12pm (7h)

*Tuesday: 5am - 9am (4h)

*Friday: 21pm - 1am (4h)

*Saturday: 21pm - 1am (4h)

  • Additional flexible working hours: depending on the team's needs and arrangement.

What you'll do at DLive

  • Monitor and moderate all contents through our platform, take necessary actions immediately to ensure the integrity of our platform remains intact.
  • Make reports on moderation status and recommendations on moderation practices.
  • Work closely with cross-functional teams, such as product, legal, and marketing on complex issues to ensure we are providing swift and quality solutions.
  • Pay close attention to team KPIs when performing everyday tasks.
  • Solve incoming support tickets.
  • Monitor chats on DLive's Discord, and answer community member's questions.

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