As a Content Processing Specialist, your role is to help protect brands from harmful content on various social media platforms and promote a positive community for the brands by issuing responses and removing negative brand sentiments. You will be trained and have experience in analyzing information, conducting content moderation and ensuring a safe experience for all businesses and individuals around the world.

A key part of this role is handling high volumes of customer comments & reviews, including negative and critical feedback. You should be comfortable navigating sensitive situations, responding with empathy, and protecting the brand’s voice and reputation.

This role requires someone who is proactive, resourceful, and confident working independently. You will be expected to seek out information, use available materials, and ask the right questions when needed to ensure accurate and thoughtful responses.

Here’s What You Will Do:

• Moderate reviews and comments on the client’s apps and platforms, ensuring content adheres to brand guidelines and policies.
• Analyze user feedback to make informed decisions about moderating or escalating issues in a timely manner.
• Actively monitor and engage with customer reviews, comments, mentions (and more) across different platforms, with strong judgment, context awareness, and the right brand tone, while providing clear and helpful responses about the client’s products.
• Respond to potential customers via public responses, chat, email, direct messages, and app store review sections.
• Quickly identify trends or issues within customer communications (whether text, memes, or media) and stay updated on current social media and app store lingo and share them with the team.
• Work closely with the client to ensure their app communities are safe and align with brand values and user guidelines.
• Maintain regular communication with your manager to address questions, resolve issues, and provide updates.
• Addresses public and private customer care issues across social
• Contributing to consistent quality across shifts (tone, accuracy, decision-making)

Here’s What You Will Need:

• A High School Diploma or equivalent
• A personal PC/laptop with a working webcam
• A good working home environment with a stable internet connection
• 2+ years of experience in moderation, community management, CX support, or digital customer service
• Fluent in English & Portuguese both written and oral