Job Description:
We are seeking a highly motivated and experienced Senior Social Media Moderator to oversee daily community management activities across multiple social media platforms. The successful candidate will be responsible for ensuring timely and accurate customer interactions, maintaining service quality standards, supporting junior moderators, and providing operational insights to enhance community management performance.
Responsibilities:
- Monitor, moderate, and manage customer interactions (inquiries, complaints, and feedback in accordance with the guidelines approved and SLAs) across all assigned social media platforms.
- Escalate complex cases, complaints, and crisis situations to the appropriate stakeholders.
- Act as the first point of contact for Social Media Moderators regarding operational questions and escalations.
- Conduct regular quality reviews to ensure response accuracy, tone of voice, and policy compliance.
- Prepare periodic reports highlighting key trends, recurring issues, and customer insights.
- Identify potential risks, opportunities, and emerging topics that may impact brand reputation.
- Support the development and maintenance of moderation guidelines, FAQs, and knowledge bases.
- Collaborate with internal stakeholders to ensure timely resolution of customer inquiries, requests, and complaints.
- Recommend workflow improvements to enhance team efficiency and customer experience.
Qualifications
- Bachelor's degree in marketing, Communications, Business Administration, or a related field.
- Minimum 3 years of experience in Social Media Moderation, Community Management, or Customer Experience. At least 1 year of experience leading, coaching, or mentoring a moderation team is preferred.
- Strong understanding of major social media platforms, including Facebook, Instagram, X (Twitter), LinkedIn, TikTok, and YouTube.
- Experience using social media management tools such as Brandwatch, Sprinklr, Hootsuite, Sprout Social, or similar platforms.
- Basic knowledge of social listening and monitoring processes.
- Excellent written and verbal communication skills in Arabic and English.
- Familiarity with quality assurance frameworks and KPI management.
- Previous experience with a Saudi client.
