Case Reviewer [P]

Case Reviewers will join the Appeals Centre Europe's Case Review Team. Responsible for designing, deploying, and managing the operational processes, workflows, and guidelines necessary to ensure accurate, consistent, and independent resolution of user disputes. This is achieved through the expert and impartial application of platform content policies and the Appeal Centre’s Normative Framework.

Location: Dublin (office attendance required 3x a week)

The Case Reviewer will be expected to bring themselves up to speed on the fast-moving fields of content governance, trust and safety, and internet laws. As a standard reviewer, key responsibilities include:

• Content Review: Review and moderate user appeals of content moderation decisions by social media platforms, including text, images, videos, and comments, to ensure it meets defined standards and guidelines. This involves assessing content for inappropriate or offensive material such as hate speech, harassment, and other violations.
• Eligibility Enforcement: Review appeals submitted by users and confirm that submissions meet defined eligibility standards, considering appeal characteristics and metadata provided by the appealer and the online platform to which the appeal relates.
• Policy Enforcement: Enforce content policies and Appeals Centre guidelines by taking appropriate moderation actions such as recommending content for removal or escalating borderline violations to specialist resources. Maintain a fair and consistent approach while applying moderation rules.
• Documentation and Reporting: Support quality management and reporting processes by providing feedback on decision making process, including rationale for decision or escalation as requested.
• Training & Expertise: Build and maintain expertise at enforcement of content policies through completion of upfront and ongoing training program. Support an environment of learning across content reviewers, providing and receiving coaching on best practices.
• Collaboration: Team with cross-functional stakeholders supporting content review processes, including quality management, policy and market specialists, product and technology etc. to drive swift, efficient and high-quality review.

Qualifications, Skills and Experience:

• Degree educated, preferably with at least some specialisation or strong interest in human rights, legal issues, or technology.
• 2+ years professional experience.
• Strong understanding of the internet and varied social media platforms.
• Familiarity with the application of content policies and/or content moderation.
• Experience performing content moderation for social media platforms is a plus.
• Possession of cultural sensitivity and understanding of EU/regional current affairs.
• Familiarity with internet laws and policy regulations, particularly the Digital Services Act. A flexible mindset and ability to adapt to changing systems, policies and workflow.
• Ability to exhibit grace under pressure and work in a fast-moving environment.
• Ability to capture process insights and raise workflow change suggestions.
• Faster learner with strong written and oral communications skills.
• Ability to work independently and in a collaborative environment.
• Proficiency in English and at least one other European language (in particular Polish).
• Familiar with Content Moderation Tools & software is a plus.
• Strong attention to detail and ability to do potentially repetitive work.
• Ability to demonstrate empathy and professionalism in review of sensitive and controversial content.
• Comfort working in an in-person environment with small teams and hands on coaching.