ModSquad provides on-demand digital engagement and works with the world’s coolest brands. We’re oriented around flexibility, people, and results.
We are looking for community support experts with great customer service or moderation experience and an enthusiastic attitude. We currently have an opportunity for a special person to join the remote support team for Vimeo, a leading online video platform.
The role entails answering Zendesk tickets from Vimeo customers inquiring about moderation decisions, content removal, account access or recovery, and our policies. Additionally, the role can include some tickets related to legal topics like DMCA, GDPR, Trademark, and privacy claims. There may be some direct moderation of content involved, and agents will come across disturbing content in conducting the work. Over time, the role can grow into other responsibilities as well.
What you’d be doing:Answering customer service questions via emailExplaining guidelines around account or video removalsExplaining DMCA takedownsHelping to purge obvious sexual contentFlagging certain content to Vimeo’s HQ team per workflows and guidelinesRecognizing and de-escalating non-specialty ticketsGuide Vimeo community members on how to submit privacy complaints and DMCA notices for their videosIdentifying recurring customer issues, helping to solve them, and escalating them to others for reviewStaying up-to-date about the latest bugs, feature launches, and policy changes through reading emails from Vimeo’s HQ teamWriting customer response templates and online help documentationHaving virtual coffee with us
What we’re looking for:Amazing written English communication skillsHigh Level of Empathetic communication while staying clear about sometimes difficult topicsComfortable moderating explicit and other kinds of disturbing contentHigh ability to think criticallyExcellent attention to detail and ability to recognize patternsComfortable following detailed workflowsAble to handle multitasking in multiple windows and programsGreat people skills and a desire to learn new thingsCandidates interested in a long-term position are preferredLocated in the Portland, OR area
Bonus qualifications:You’ve got a leg up if you have 2+ years customer service and/or moderation experience (and two legs up for online support or community experience in an advanced capacity or a CS related Degree)Experience in / passion for film and video is a plus
Some of the best things about being on our team:You can work from your home, a coffee shop, by the pool, or pretty much anywhere you can find WiFiOur salaries and benefits are competitive for our industryYou get a computer and all kinds of software tools for making your work time productive and enjoyableOur clients are awesome and so are the people that use their productsPositive and supportive management focused on your success.We live in a never-ending stream of meme references and animated GIFs
Pay and hours: We are seeking folks to work Mon-Fri (Sat/Sun Off), 8-5 pm local time 40 hours/wk would be the normal standard (8 on each day)Pay rate is competitive and dependent on experience
ModSquad is a company that provides on demand digital engagement. ModSquad works with the world’s coolest brands, and we’re oriented around flexibility, people, and results.
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