EMEA Appeal and MOC Specialist
Posted Today by Manning Global AG
Negotiable
Undetermined
Undetermined
London Area, United Kingdom
Summary: The EMEA Appeal and MOC Specialist role is focused on managing escalations and appeal quality within a global social media company's Appeals and Moderation On-Call function. The position requires coordination with internal teams and external partners to resolve issues related to sellers and creators, as well as conducting quality reviews and process improvements. This is a full-time position for a duration of 6 months, with the possibility of extension based on performance. The role is based in London, UK.
Key Responsibilities:
- Manage appeal and moderation on-call escalations, ensuring timely resolution and closed-loop follow-up
- Coordinate with internal teams and external partners to resolve seller and creator issues
- Conduct quality reviews and audits of appeal cases handled by BPO teams
- Perform root cause analysis (RCA) on escalated cases and identify process gaps
- Monitor operational performance against service and quality metrics
- Contribute to process improvements to reduce repeat issues and escalation rates
Key Skills:
- Bachelor’s degree or equivalent practical experience
- Experience handling escalation cases, appeals, or operational issue management
- Strong stakeholder management skills with the ability to influence across teams
- Proven problem-solving ability in fast-moving, ambiguous environments
- Excellent written and verbal communication skills in English
- Comfortable working with KPIs, dashboards, and Excel-based analysis
- Experience in e-commerce, trust & safety, moderation, or customer operations (preferred)
- Exposure to quality assurance or appeal review processes (preferred)
- Data-driven mindset with strong attention to detail
- Additional European language skills (preferred)
Salary (Rate): undetermined
City: London
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
We are searching for our client, a global social media company, for an EMEA Appeal and MOC Specialist to join their business in the UK.
Position Title: EMEA Appeal and MOC Specialist
Position Type: FTE, 6 months (Extension based on results)
Start Date: ASAP
Location: London, UK
Contact: Stephen Price | +44(0)1518081052
This role sits within the Appeals and Moderation On-Call (MOC) function and focuses on handling escalations, appeal quality, and cross-functional coordination across the e-commerce platform.
Responsibilities
- Manage appeal and moderation on-call escalations , ensuring timely resolution and closed-loop follow-up
- Coordinate with internal teams and external partners to resolve seller and creator issues
- Conduct quality reviews and audits of appeal cases handled by BPO teams
- Perform root cause analysis (RCA) on escalated cases and identify process gaps
- Monitor operational performance against service and quality metrics
- Contribute to process improvements to reduce repeat issues and escalation rates
Requirements
- Bachelor’s degree or equivalent practical experience
- Experience handling escalation cases, appeals, or operational issue management
- Strong stakeholder management skills with the ability to influence across teams
- Proven problem-solving ability in fast-moving, ambiguous environments
- Excellent written and verbal communication skills in English
- Comfortable working with KPIs, dashboards, and Excel-based analysis
Preferred Skills
- Experience in e-commerce, trust & safety, moderation, or customer operations
- Exposure to quality assurance or appeal review processes
- Data-driven mindset with strong attention to detail
- Additional European language skills