Moderation & Appeals Specialist

October 12, 2024

As a Moderation & Appeals Specialist, you’ll work closely with Hinge’s Community Integrity and Trust and Safety teams to assist with Moderation & Appeals QA and escalated cases. You’ll also have the opportunity to assist with data labeling projects and be involved in rolling out new safety initiatives. The ideal candidate exemplifies Hinge’s values (authentic, courageous, and empathetic), is an excellent written communicator, is flexible and willing to try new things, has the ability to balance business needs with team priorities, and has a strong understanding of our Community Principles.

This is an hourly position but you will work business hours Monday - Friday. Two weekend shifts will be required per month (on these weeks your weekday schedule will be adjusted to account for the weekend hours. Shift trades will be available). This team is expected to provide coverage during all Hinge holidays. We do this on a volunteer basis and there is compensation

This is a remote position with the opportunity to occasionally work from the office and attend all-hands meetings in person

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Responsibilities

Spend ~20 hours a week reviewing content to remove users violating our Terms of Service from the app and/or reinstate users’ accounts who have been incorrectly removed

Work with the QA & Training Manager to accuracy check moderator labels, review unsure labels escalated by moderators and surface potential new user trends;

Run QA on our appeals agents and handle escalated appeals cases to overturn moderator and/or automated rule ban decisions

Answer ad hoc questions from our vendor moderation & appeals agents

Work with our Safety Operations team to provide emergency user support

Assist on special project data labeling for our Data Science team

What we are looking for:

Empathetic and detail-oriented communicator

Highly organized and able to manage competing priorities in time-sensitive situations

Quick learner and thorough teacher with a willingness to ask questions

Able to adapt to changing systems and policies

Able to work independently and also thrive in a collaborative team environment

Experience in Content Moderation and/or Customer Experience is a plus!

Our Company:

Hinge is the dating app designed to be deleted. In today’s digital world, singles are so focused on sending likes and looking through profiles that they’re not actually building meaningful connections and going on dates. Hinge is on a mission to change that by designing the most effective app experience. On Hinge, there are no rules, timers, or games. Instead, you’ll have unique conversations over the text, photos, and audio you’ve shared on your profile. And it’s resonating with daters. Hinge was the fastest-growing dating app in the US, UK, Canada and Australia in 2019 and 2020.

Our Culture:

- Authenticity: Share your genuine thoughts and opinions directly.

- Courage: Invite and deeply consider challenges and criticism.

- Empathy: Be empathetic, communitarian and trustworthy.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Moderation & Appeals Specialist

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