Technical Moderator Lead

Technical Moderator Lead

Location: On-site: Ridgefield Park and Saddle Brook, New Jersey
Employment Type: Full-Time (40 hours per week), Fixed-Term (12 weeks with possible extension)
Reports to: Study Lead

Who We Are

Innodata (NASDAQ: INOD) is a leading data engineering company. With more than 2,000 customers and operations in 13 cities around the world, we are an AI technology solutions provider of choice for 4 out of 5 of the world’s biggest technology companies, as well as leading companies across financial services, insurance, technology, law, and medicine.

By combining advanced machine learning and artificial intelligence (ML/AI) technologies, a global workforce of subject matter experts, and a high-security infrastructure, we are helping usher in the promise of AI. Innodata offers a powerful combination of both digital data solutions and easy-to-use, high-quality platforms.

Our global workforce includes over 7,000 employees in the United States, Canada, United Kingdom, the Philippines, India, Sri Lanka, Israel, and Germany. We are poised for a period of explosive growth over the next few years.

About the Role

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.

Key Responsibilities

Moderator Team Leadership & Operational Oversight

• 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

Participant Support, Health & Collection Performance

• 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

Technical Troubleshooting & Knowledge Ownership

• 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

Device Recovery & Inventory Support

• 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

Training, Enablement & Process Improvement

• 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

Documentation, Communication & Operational Support

• 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

Participant Communication Expectations

• 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

Requirements

Qualifications

• 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

What Success Looks Like

• The moderator team is well coordinated, accountable, and operating with strong consistency

• Device utilization remains high and idle device time is minimized

• Active daily collector counts and daily collection throughput are tracked closely and improved over time

• Participants feel supported, stay engaged, and successfully work through study challenges

• Device issues are resolved quickly and recurring problems are documented and reduced over time

• Troubleshooting knowledge is captured clearly and shared effectively across the team

• Device recovery happens quickly and efficiently when participants disengage

• Team morale, communication, and operational discipline remain strong as the study scales

Hourly Range: Up to $30.00 USD per hour

Hourly rates at Innodata vary depending on a wide array of factors, which may include but are not limited to the role, skill set, educational background and geographic location. 

Innodata is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status.  

Innodata is committed to creating an inclusive environment for all employees and applicants. If you need assistance or accommodation during the application or recruitment process due to a disability, please contact us and we will be happy to assist. 

Applicants must be legally authorized to work in the United States at the time of hire. Innodata is unable to provide visa sponsorship now or in the future for this position. 

Please be aware of recruitment scams involving individuals or organizations falsely claiming to represent employers. Innodata will never ask for payment, banking details, or sensitive personal information during the application process. To learn more on how to recognize job scams, please visit the Federal Trade Commission’s guide at https://consumer.ftc.gov/articles/job-scams. 

 

If you believe you’ve been targeted by a recruitment scam, please report it to Innodata at [email protected] and consider reporting it to the FTC at ReportFraud.ftc.gov.