Senior Social Media Moderator

Summary:

The Senior Social Media Moderator manages social media moderation by handling customer inquiries, complaints, and engagement to ensure a positive customer experience. This role involves supervising a team, resolving escalated concerns, maintaining updated response templates, and ensuring compliance with company standards. Responsibilities also include social listening, analyzing feedback, and suggesting process improvements.

Key Responsibilities:

Respond to customer inquiries and complaints promptly and professionally.

Supervise and mentor a moderation team, ensuring quality and guideline adherence.

Analyze feedback to identify common issues and improve processes.

Maintain records, prepare performance reports, and ensure compliance with brand policies.

Monitor customer sentiment and trends to enhance strategies and suggest improvements.

Qualifications:

3+ years of social media moderation or customer service experience.

Excellent written English (B2 level) and Arabic writing skills.

Familiarity with social media platforms, trends, and monitoring tools.

Skills:

Strong communication, leadership, and problem-solving abilities.

Organizational skills to manage tasks and meet deadlines.

Data analysis expertise for identifying trends and improvement opportunities.

Adaptability to evolving customer needs and social media dynamics.