German Speaking Content Moderator (Hybrid)

About the job German Speaking Content Moderator (Hybrid)

Are you a highly motivated, detail-oriented, and empathetic individual with a passion for online safety? Do you possess native-level German language skills and thrive in a dynamic, international environment? If so, we invite you to join our growing e-commerce team in Qormi, Malta, as a German-Speaking Online Safety and Moderation Specialist. This is a unique opportunity to play a pivotal role in maintaining a secure and trustworthy online environment for our users.

About the Role

As an Online Safety and Moderation Specialist, you will be at the forefront of protecting our users and brand reputation within our vibrant e-commerce platform. This is a crucial hybrid position, requiring you to be on-site at our Qormi office two days per week for collaborative work and team engagement, with the flexibility to work remotely for the remaining three days.

Your primary responsibility will involve diligently reviewing user-generated content to ensure strict compliance with our community guidelines, terms of service, and legal requirements. Your keen eye for detail will be essential in identifying and taking appropriate action on content that violates our policies, contributing directly to a safe and positive user experience.

Beyond content moderation, you will also provide vital support to our users. You'll be the first point of contact for inquiries and issues, engaging with our community via email and chat in both German and English. This dual role demands excellent communication skills, empathy, and a steadfast commitment to delivering exceptional user experiences.

While prior experience in online moderation or customer support is a valuable asset, it is by no means a prerequisite. We are deeply committed to fostering talent and providing comprehensive training to equip you with all the necessary skills and knowledge to truly excel in this challenging yet rewarding role. We are looking for individuals with a strong work ethic, a genuine willingness to learn, and a sincere interest in contributing to a safer online world.

Key Responsibilities

Your responsibilities will be split across two critical areas:

1. Content Moderation

• Thorough Content Review: Meticulously review and moderate various forms of user-generated content, including product reviews, comments, forum posts, images, and videos. Your goal will be to ensure strict adherence to our established content policies, community guidelines, and relevant legal frameworks.
• Policy Enforcement: Proactively identify and take swift, appropriate action against a wide spectrum of harmful content. This includes, but is not limited to, spam, fraudulent activities, hate speech, harassment, misinformation, intellectual property infringements, and illegal activities.
• Tool Proficiency: Effectively utilize a range of moderation tools and internal systems to efficiently track, manage, and resolve content violations.
• Stay Informed: Continuously stay updated on evolving online safety trends, emerging platform policies, and industry best practices to anticipate and address new challenges.
• Process Improvement: Actively contribute to the ongoing improvement and refinement of our moderation guidelines and operational processes, sharing insights and suggestions for enhanced efficiency and effectiveness.

2. User Support

• Multilingual Support: Provide prompt, professional, and highly empathetic support to our diverse user base via email and chat, primarily in German and English.
• Issue Resolution: Address a comprehensive range of user inquiries, spanning account issues, technical problems, clarifications on platform policies, and general guidance on platform navigation.
• Troubleshooting & Escalation: Skillfully troubleshoot user problems and, when necessary, efficiently escalate complex or intricate issues to relevant internal teams for specialized assistance.
• User Education: Proactively educate users on our platform policies, helping them understand guidelines and promoting positive, safe online behavior within our community.
• Accurate Record-Keeping: Maintain meticulous and accurate records of all user interactions, ensuring clear documentation for reference and analysis.

3. Collaboration & Reporting

• Cross-Functional Collaboration: Collaborate closely and effectively with various internal teams, including Legal, Product Development, and Engineering, to address emerging online safety issues and collectively improve platform safety features.
• Performance Reporting: Contribute to regular reporting on key moderation metrics, identify content trends, and provide insightful analysis to inform strategic decisions.
• Continuous Learning: Actively participate in team meetings, workshops, and ongoing training sessions to continuously enhance your skills, expand your knowledge, and stay at the forefront of online safety practices.

Qualifications

• Fluent in German (C2 level or equivalent) is absolutely essential. You must possess an exceptional command of the German language, enabling you to understand nuanced communication, express yourself clearly, precisely, and accurately, both in written form and verbally. This includes a strong grasp of cultural context.
• Proficient in English (B2 level or equivalent). You will be communicating extensively with internal teams and some users in English, requiring a solid working knowledge of the language.
• Excellent written and verbal communication skills in both German and English.
• Strong analytical skills coupled with a keen eye for detail and the ability to identify subtle policy violations or potential risks.
• Demonstrated ability to make sound judgments 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 evolving online environment.
• Comfortable with reviewing potentially disturbing or sensitive content that may arise from moderation tasks.
• Strong organizational skills and the ability to effectively manage multiple tasks simultaneously without compromising quality.
• Tech-savvy with a good understanding of online platforms, social media dynamics, and e-commerce operations.
• Prior experience in online moderation, content review, or customer support is a plus, but not required. We value enthusiasm and potential!

What We Offer

Joining our team means becoming part of an international, supportive, and rapidly growing organization. We believe in investing in our people and offer:

• Competitive Salary: A highly competitive salary package that truly reflects your skills, experience, and the critical value you bring to our team.
• Comprehensive Benefits: Enjoy a robust benefits package designed to support your well-being, including comprehensive health and life insurance.
• Exceptional Career Growth Opportunities: We are deeply committed to the professional development and advancement of our employees. You will have abundant 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, blending the advantages of on-site collaboration at our modern Qormi office with the convenience of remote work.
• Relocation Package: For candidates relocating 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 wholeheartedly encourage you to apply! Join us in shaping a secure, thriving, and responsible e-commerce community from our base in beautiful Malta.