About the job
Mable is an innovative online platform that connects Australians seeking disability and aged care support with independent support workers. As one of Australia's largest and fastest-growing healthtech platforms, Mable is dedicated to empowering individuals to live independently. The Trust & Safety team plays a crucial role in safeguarding customers, ensuring they are supported and their issues are resolved effectively. Collaboration and a passion for problem-solving are at the heart of how the team operates, creating a positive impact in the community.
You'll be responsible for
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Serving as the escalation point
Acting as the escalation point for Moderation cases reviewed by the offshore Moderation team, requiring investigation and/or intervention.📝
Providing detailed accounts
Documenting actions taken in response to moderation cases, including justifications and outcomes.🔍
Assessing and investigating cases
Compiling relevant information to support decision-making and making judgment calls where necessary.Key criteria
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Customer-facing experience
Experience in roles involving direct customer interactionView
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Strong communication skills
Excellent written and verbal communication abilitiesView
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Conflict resolution experience
Proven ability to handle challenging conversations effectivelyView
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