Content Moderation Manager
Team Centro
full-time
Posted on:
Location Type: Remote
Location: Costa Rica
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About the role
- Lead and run day-to-day operations of a global 24/7 Team Leaders (not agents of the content moderation department).
- Oversee enforcement of platform policies across text, images, video, and audio content.
- Monitor and report on team performance against SLAs, accuracy, and quality metrics.
- Conduct regular audits to ensure consistency, accuracy, and policy alignment.
- Track and analyze moderation trends to inform staffing models, workflows, and escalation pathways.
- Manage the end-to-end process for handling content complaints and violations, including removals and appeals.
- Set performance goals, conduct evaluations, and provide coaching to support career development.
- Monitor moderator well-being by managing resilience programs, wellness check-ins, and access to support resources.
- Report weekly on department status, including quality metrics, flagged content, and escalations.
- Partner with Trust & Safety leadership to provide operational insights for policy and product improvements.
- Collaborate with Legal, Product, and Customer Support teams to ensure compliance with content standards and safety requirements.
Requirements
- 3–5 years of experience in content moderation, online safety, or related operational management.
- Proven leadership experience with team management responsibilities.
- Strong knowledge of online content risks, harmful behaviors, and platform safety practices.
- Ability to make quick, fair, and balanced decisions under pressure.
- Excellent communication and coaching skills.
- Emotional resilience and demonstrated ability to support teams handling sensitive content.
- Familiarity with moderation tooling, workflows, and escalation frameworks.
Benefits
- Collaborative, transparent, and success-driven culture.
- Annual bonus plans and benefits package.
- Gym/fitness allowance.
- Work From Home allowance.
- Education allowance to keep your skills and learning current.
- Your choice of access to Udemy, Laracast or LinkedIn Learning.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
content moderationoperational managementperformance metricsauditingtrend analysisstaffing modelsworkflow managementcontent complaint handlingpolicy enforcementdecision making
Soft Skills
leadershipteam managementcommunicationcoachingemotional resiliencesupporting teamsquick decision makingfairnessbalance under pressurecollaboration