[Hiring] Content Moderator @Boldr

Role Description

The Senior Content Specialist is the experienced professional responsible for reviewing flagged and reported content, making final enforcement decisions within an established policy framework, and owning the customer conversation when those decisions are appealed. This is a journey-level Trust & Safety position requiring independent judgment, sound written communication, and comfort operating with real autonomy on complex, sensitive cases.

What Will You Do

• Work the content moderation queue: review flagged content against the actual material rather than relying solely on automated summaries, verify claims, and factor in the distinct weight of automated flags vs. multiple human reports.
• Decide and act at the appropriate scope, from removing a single item to disabling a full account or workspace, using the standard reason taxonomy and maintaining a clear audit trail for every decision.
• Own the customer conversation end to end: take handoffs from front-line support, evaluate appeals against what's actually on record, and write responses yourself, including denials and final-decision notices that cite the specific policy section, without disclosing investigative detail.
• Process refunds or related account actions where policy windows apply.
• Maintain a full decision log with supporting reasoning, and mark confirmed false positives so recurring issues stop re-flagging.
• Triage sensitive and high-severity content categories using organizational guidelines, escalating genuinely ambiguous cases and immediately escalating anything meeting the threshold for mandatory reporting.
• Recognize coordinated abuse patterns across multiple accounts, distinguishing genuine bad-actor networks from legitimate accounts affected by report-bombing.
• Handle data export and account recovery requests, denying them cleanly when policy requires.
• Diagnose non-abuse issues that surface in the queue (system false positives, technical breakage) and route them to the right team with supporting detail already gathered.
• Improve the system, not just the queue: refine customer-facing response templates, surface false-positive patterns, and flag policy gaps to your manager.
• Exposure to disturbing material is part of the job, including content flagged for explicit, graphic, hateful, or exploitative content.
• The most difficult content is often the content that gets appealed; you may review the same case more than once, weighing a customer's argument against the original decision.
• Sustainable pacing and support matter: this role requires the ability to flag when a case is affecting you and a manager who treats that as normal.
• Decisions are asymmetric in consequence: an incorrect removal costs a legitimate customer their work, while an incorrect restoration can put real harm back on a live platform.
• Some content and context will be intentionally restricted from your view, requiring patience and a habit of escalating in batches.

Qualifications

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, comfortable making high-stakes judgment calls independently.
• Calm under pressure, including with hostile or upset customers.
• Investigative by instinct: you notice when something doesn't add up.

Requirements

• Formal grounding in content moderation, trust & safety, or a related compliance/enforcement discipline, through certification, a structured training program, or documented equivalent hands-on experience.
• 3 to 4+ years of related work experience with general knowledge within a trust & safety, compliance, or risk-adjacent functional area.
• Demonstrated ability to make and defend enforcement decisions independently, while knowing precisely which cases require escalation.
• Willingness to reverse a prior decision in writing when new information changes the picture, without ego about the original call.
• Strong written English: your responses reach customers unedited.
• Comfort with case-management and reporting tools (e.g., ticketing systems, internal admin tools, spreadsheets).