Trust & Safety Agent for Canadian Market - Dublin Onsite

General Overview

This full-time position is based in Dublin (Dublin 2/Dublin 4) and requires working 40 hours weekly, Monday through Friday 9 AM to 6 PM, with mandatory 24/7 rotational shifts including mornings, evenings, nights, weekends, and bank holidays. Candidates must possess an in-depth understanding of the Canadian market, including its business practices, customer expectations, social context, cultural nuances, and industry developments. This familiarity may arise from professional experience, academic background, or significant personal exposure within Canada.

Successful candidates must complete a night worker health assessment if assigned night shifts, ensuring fitness for such hours is maintained for ongoing employment. The role involves evaluating user profiles and various content types including audio, video, and text. Investigation, escalation, and resolution of user-reported or system-flagged issues are central duties. Exposure to flashing or contrasting light patterns is possible.

Content moderation is a critical function in maintaining online safety, which can at times involve confronting sensitive or disturbing material such as graphic violence, explicit content, or egregious material. Strong emotional resilience and coping abilities are essential. The employer is committed to supporting employee well-being through dedicated programs tailored for this team.

Primary Responsibilities

• Review and categorize or remove content in accordance with client guidelines using specialized tools and communication channels.
• Stay informed and adapt to evolving client policies and procedures.
• Investigate complex content issues, providing resolution or escalating to the Trust & Safety team as needed.
• Act as an advocate for the user community to ensure fair and effective content governance.
• Participate in initiatives to enhance process quality and operational efficiency.
• Engage continuously in training and team discussions to improve role performance.
• Address discussions on socially sensitive topics to maintain community safety.
• Manage potential exposure to stroboscopic visual effects and sensitive material with maturity and resilience.
• Demonstrate strong stress management and emotional coping skills.
• Communicate effectively with excellent English proficiency and comprehension skills.
• Execute tasks impartially, uninfluenced by personal biases or opinions, prioritizing client policies.
• Maintain rigorous attention to detail with ability to synthesize and analyze information from multiple sources.
• Apply critical thinking and sound decision-making capabilities consistently.

Additional Information

Content moderation will cover a broad spectrum, predominantly involving general interest domains such as music, sports, fashion, beauty, and children’s content, with intermittent exposure to highly sensitive and challenging material including graphic pornography, drug use, violence, and child abuse.

The employer recognizes the psychological demands of this work and supports the health and well-being of employees via specialized well-being initiatives designed specifically for the Trust and Safety workforce.

Qualifications and Eligibility

• Proven ability to understand and interact within Canadian social and cultural frameworks and market trends.
• Successful completion of an English language test and a language proficiency test pertinent to the role.
• Strong emotional resilience, coping strategies, and stress management.
• Exceptional communication and comprehension skills in English.
• Capacity to perform duties objectively without bias, fully aligning with client policies.
• High attention to detail and analytical skills.
• Critical thinking and independent decision-making skills.

About the Employer

The organization is a global leader in professional services, delivering expertise across strategy, consulting, digital, technology, and operations worldwide. It acts as a trusted partner to leading platform companies, striving to enhance client performance and promote sustainable value creation. With an extensive global presence, the company is committed to diversity, inclusion, and providing accessible work environments, underscoring equal opportunity and professional growth.