Job Summary:

We are looking for a proactive and empathetic Community Moderator to oversee our social media and online community engagement. The role focuses on maintaining a healthy and respectful brand environment by moderating comments, resolving customer inquiries, and escalating sensitive issues.

 Key Responsibilities:

•  Monitor social media channels, comment sections, inboxes, and forums
•  Respond to customer comments, DMs, and inquiries in a timely, polite manner
•  Enforce community guidelines to maintain a safe and respectful environment
•  Hide or report spam, offensive content, or misinformation
•  Escalate complex customer issues to the relevant departments (sales, aftersales, marketing)
•  Collaborate with the social media specialist to align tone of voice and responses
•  Track and report common user concerns, feedback, and sentiment
•  Assist in creating FAQ responses and message templates
•  Monitor online reviews and respond when appropriate
•  Support crisis communications and public feedback loops during campaigns or product issues