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
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What We Do
ModSquad’s ModSourcing is outsourcing MODernized. Our movement is to lighten the load of digital engagement for global brands with smart processes, innovative tools and a customized, fun and flexible workforce.
