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This is a work from home position for as shift between the hours of 8am-9pm Pacific Standard Time.
Our monitors are responsible for the safety, security and positive user experience by maintaining an environment free of bullying, profane or abusive behavior 24/7. This position is for the Lead Monitor, who will oversee a group of remote monitors.
Manage and coach monitors daily and provide feedback to the management team
Report out and escalate on trends/issues the team comes across
Maintain scheduling for the team
Monitoring our various administrative filters designed to flag and capture potentially inappropriate content
Values our player’s safety and security, correctly identifies security situations and properly escalates alerts
Patrol Monkey Quest using our tools to identify and escalate bad behavior and or site issues
If necessary, review all possible points or user communication in forums, boards, etc.
Proactively seeks solutions and exercises good judgment to ensure an excellent level of moderation is provided
Identify trending issues and bugs mentioned by players and communicate them in a Monitor Daily Report
Any possible candidate must have Customer Support/Service experience
Experience monitoring MMO’s
Must have excellent written and verbal communication skills
Team player who thinks quickly and is capable of creative problem solving
High proficiency in Microsoft Office applications
Must have the ability to follow single or multiple issues though to resolution, with a high level of accountability during difficult situations
Must be detail-oriented
Weekend hours and holidays are required
Must be able to pass a background check
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