Senior Moderator (L2)

Serves as an advanced moderator and escalation resource while remaining actively engaged in session monitoring. Senior Moderators provide real-time support for complex cases, review escalations, and help maintain moderation quality standards.

Key Responsibilities:

• Perform all Moderator responsibilities.
• Actively monitor live sessions while serving as the first escalation point for complex or ambiguous cases.
• Review and disposition escalated content requiring additional analysis.
• Provide guidance on policy interpretation and difficult decisions.
• Support calibration, quality reviews, and moderator coaching.
• Identify workflow, policy, and operational improvement opportunities.
• Assist with onboarding and knowledge transfer activities.