EMEA Appeal and MOC Specialist

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