What you'll do
- Work daily across the Safety & Support workspace: Overview, Moderation Queue, Reports, Review Queue, Support, Appeals and Appeal Conversations.
- Review reports, moderation decisions, publishable-content reviews, support cases and appeals that require human judgement, and keep queues moving accurately.
- Use the Overview to monitor workload, priorities and escalations, then move into the relevant queue to investigate and take the appropriate action.
- Apply ESB Games policies consistently while considering context, severity and potential real-world risk.
- Document decisions clearly so enforcement actions, appeal outcomes and audits can be understood later.
- Escalate high-risk cases involving safeguarding, credible threats, coordinated abuse or other serious harm to the Trust & Safety Manager or authorised senior staff.
- Identify repeated abuse patterns and feed useful findings back into automoderation, policy and product teams.
What we're looking for
- Strong judgement and the ability to make fair, evidence-based decisions when situations are not completely clear.
- Clear written communication and careful attention to detail.
- Ability to work confidently across multiple moderation, reporting, support and appeal queues without losing context or accuracy.
- Ability to follow policy consistently while recognising when a case needs escalation or specialist review.
- Professional handling of confidential and potentially sensitive information.
- Reliable organisation and the ability to work calmly with time-sensitive safety issues.
Helpful experience
- Previous experience in Trust & Safety, moderation, safeguarding, support, community operations or platform integrity.
- Experience reviewing appeals, investigations or policy enforcement decisions.
- Understanding of online gaming communities, creator platforms or user-generated content.
- Experience spotting patterns of harassment, scams, evasion or coordinated abuse.
Eligibility
Applicants must be 18 years of age or older, legally eligible to work in their location, communicate confidently in English, and be comfortable handling sensitive Trust & Safety material. Access to certain case types may be restricted in accordance with safeguarding requirements, internal policies, or local law.
Working at ESB Games
Role location, working arrangements, eligibility, compensation and onboarding details are confirmed through the published role and directly with successful applicants before any commitment is made.