We Could Use Someone Like You in Our Crew.

Our client is a gaming, media, and toy brand based in Japan with offices in Europe and Bellevue, WA.

EXTREMELY IMPORTANT: This project deals with potentially extreme content, with the potential for both images and text to be highly offensive. Moderators will need to be able to withstand hours of sorting through harsh language, vulgarity, hate speech, and sexual content. While we do have a program in place to minimize this impact, it is the core functionality of the project.

This role combines content moderation responsibilities with Tier 2 Customer Support (CS) ticket handling. 

Content Moderation Duties

• Moderating in-game chat and user-generated content

• Reviewing player reports for policy violations

• Managing content escalation queues

• Applying appropriate behavior labels, disciplinary actions, and durations using a defined decision matrix

• Collaborating closely with Tier 2 moderators and leadership on complex or sensitive cases

Tier 2 Customer Support (CS) Ticket Duties

• Handling Tier 2 CS tickets unrelated to moderation, such as:

  • Account access and login issues

  • Gameplay, feature, or technical support inquiries

  • In-game purchase, billing, and entitlement issues

  • Bug reports and issue reproduction

• Reviewing account details and system logs to diagnose and resolve player issues

• Providing clear, professional, and empathetic responses aligned with CS guidelines

• Escalating unresolved technical or account-related issues to appropriate internal teams

• Accurately documenting ticket resolutions and outcomes

Project Hours:

24/7

Commitment:

15 hours a week, must be able to cover 6 days a week.

90 days

Orientation:

1/12/2026

What We’re Looking For

• Russian speaker (required)

• Professional proficiency in English

• Experience with Tier 1 silent moderation

• Prior experience with Tier 2 Customer Support preferred

• Strong judgment and decision-making skills

• Ability to switch between high-focus moderation tasks and customer-facing support work

• Comfortable working in high-exposure content environments