Content Moderator

Background

Gaming Safety Xbox Live is an online gaming platform owned by Microsoft. Within Xbox Live are several different departments among these, Gaming Safety falls within the pillar known as Xbox Safety. The Gaming Safety team is responsible for handling a wide array of investigations for Xbox Live and its partnered organizations on a 24/7 basis. Gaming Safety is also responsible for communicating with Xbox Live customers and partners for policy-related inquiries and for monitoring internal reports as they occur on the Xbox Live platform.

Major Responsibilities:

Enforcement Appeals All accounts that receive enforcement action lasting longer than one day on Xbox Live are given the chance to appeal. Appeals allow us to educate and reform customers so that they can be re-introduced to the community. Advocates should consider the following when handling an appeal:

• Educating the customer even if they are upset
• Considering how capable of reform the individual is
• Exercising compassion when appropriate
• Confirming the accuracy of the enforcement

Deliverables:

• Maintaining SLAs Appeals must be finalized within 72 hours.
• Responsible for attending weekly team meetings to keep up with ever shifting landscape via Teams

Required Qualifications:

• 15 years experience in Content Moderation / Trust & Safety / Community Operations preferred
• Strong interpersonal and communication skills
• Ability to handle extremely sensitive content and keep an objective mindset
• Ability to both work well within a team, but also work independently as needed
• Good organizational skills needed to manage communication flow from multiple Teams channels and email threads
• Honest and ethical with high levels of integrity and confidentiality
• Ability to quickly learn and apply complicated and lengthy policies and processes as they are communicated to our customers
• Passion for gaming and familiarity with Xbox, Minecraft, Discord, or online gaming communities is a big plus
• Training will be provided
• Willingness to work in rotational shifts including night shifts

Location: Bangalore

Experience with gaming communities highly preferred