Technical Moderator Lead

Innodata Inc•Mahwah, NJ

1d•$30•Onsite

About The Position

We are seeking a highly organized, technically strong, and people-oriented Technical Moderator Lead to support a live device study through onsite operational leadership, participant support, technical troubleshooting, and moderator team enablement. This role will be based out of our Ridgefield Park / Saddle Brook, New Jersey operation and will serve as a lead for the moderator team supporting active collectors in the field. The person in this role will be responsible for helping moderators operate effectively day to day while also driving strong outcomes across key program metrics, including device utilization, active daily collectors, and daily collection throughput. The ideal candidate will develop deep expertise in the study devices, become a go-to resource for troubleshooting and escalation support, create and refine best practice guidance, and help ensure participants remain active, supported, and productive throughout the study. This person will also help maintain team consistency, accountability, morale, and operational discipline as the program scales. In addition, this role will own coordination of device recovery when participants disengage or when devices need to be returned to the office. In some cases, this may require hands-on recovery support, including traveling locally to retrieve devices directly.

Requirements

Bachelor’s degree in computer science, operations, communications, or equivalent experience preferred
2–4 years of experience in technical support, moderation, participant support, device operations, research operations, or a related field
Prior experience in a lead, senior, or team-coordinating role is strongly preferred
Strong technical troubleshooting skills, especially in environments involving devices, apps, workflows, and end-user support
Demonstrated proficiency with MacOS and/or Windows, including diagnosing and resolving common issues
Strong written and verbal communication skills, especially in participant-facing support environments
Experience creating documentation, troubleshooting guides, or best practice materials is strongly preferred
Experience training, coaching, or enabling team members is preferred
Strong organizational skills and attention to detail
Ability to operate effectively in a fast-paced onsite environment while collaborating closely with the broader team
Comfortable with participant outreach, escalations, recovery coordination, and hands-on operational problem solving
Must have a reliable car and valid driver’s license, and be willing to travel locally for study-related support, including device recovery as needed
Comfortable supporting extended-hour coverage and light weekend support as needed
Prior experience in live operations, data collection, device studies, or technical customer support is a plus

Responsibilities

Serve as a lead for the onsite moderator team and help guide day-to-day moderator execution
Reinforce consistency in how moderators support participants, troubleshoot issues, document activity, and escalate risks
Help ensure strong process adherence across the moderator team and identify when workflows need reinforcement or improvement
Support onboarding, coaching, and ongoing development of moderators
Foster strong team collaboration, accountability, and morale across the operation
Act as a reliable leadership presence within the moderator team, helping the team stay organized, responsive, and aligned
Oversee participant support efforts to help ensure collectors remain active, engaged, and productive throughout the study
Conduct or coordinate proactive outreach to assess participant health, progress, engagement, and operational risk
Help moderators identify when participants are struggling with motivation, device usage, task completion, or technical issues
Encourage participants to work through project challenges and maintain strong collection activity
Drive performance against key team metrics, including device utilization, active daily collectors, and daily collection throughput
Partner with study leadership to surface trends impacting collector activity, retention, utilization, and throughput
Develop deep working knowledge of the study devices, workflows, common failure points, and participant experience
Serve as a lead resource for device troubleshooting and issue diagnosis across the moderator team
Support real-time resolution of device, app, workflow, and participant support issues
Identify recurring technical problems and develop practical resolution paths
Create, maintain, and improve troubleshooting guides, best practices, and support documentation for moderators and participants
Track technical issues, resolutions, and patterns to strengthen overall study operations
Escalate unresolved device or workflow issues clearly and quickly to the appropriate internal teams
Own coordination of device recovery efforts when participants stop collecting, disengage, or need devices returned to the office
Work across moderators, logistics, and study leadership to ensure device recovery is handled quickly and efficiently
Help determine recovery approach based on timing, participant responsiveness, and operational need
In some cases, travel locally to retrieve devices directly when recovery requires in-person support
Support broader device tracking, accountability, and handoff coordination as needed
Help reduce idle device time by ensuring devices are recovered and returned to active circulation as quickly as possible
Help train and onboard moderators on device workflows, participant support expectations, escalation handling, and troubleshooting best practices
Share learnings, support methods, and communication techniques with the broader team
Identify training gaps and areas where moderators need stronger support or clearer guidance
Help improve support workflows, escalation paths, documentation, and team operating practices
Contribute to building a stronger, more scalable moderator support model as the study grows
Maintain accurate records of participant outreach, technical issues, recovery efforts, support actions, and follow-up needs
Communicate clearly and consistently with study leads, moderators, logistics, and operations stakeholders
Help ensure support workflows, escalation paths, and participant communication practices are being followed consistently
Adapt quickly to changing participant needs, study priorities, and operational demands
Communicate clearly, courteously, and promptly with all participants and study team members
Use the appropriate communication channel for outreach and follow-up based on participant needs and study protocols
Deliver instructions in a concise, accurate, and easy-to-understand way
Balance empathy and encouragement with accountability and follow-through
Uphold professionalism, confidentiality, and participant trust at all times