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Community Moderator

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Our client is looking for an Online Community Moderator who will implement our community terms of use, as well as monitoring and moderating user-generated content to ensure that our community is a reliable source of information and a forum for transparent discussions. This role coordinates with the internal Community Management team to support its mission, promoting excellent customer service and helping to cultivate a strong community around the brand.

Responsibilities

  • Review and moderate all user-generated content and user profiles (either pre-, post- or reactive moderation) within forums, comments, images, videos and audio, liaising with the Legal and Community team where required
  • Manage the banned user process, and track and remove previously banned users
  • Maintain the Moderation Guidelines and ensure they are up to date
  • Service Community Admin accounts, processing emails and complaints, escalating when necessary
  • Moderate communities located in social networking sites including Facebook, Twitter, and other similar social media outposts, adapting methodology where appropriate
  • Produce reports on relevant moderation statistics, issues and outcomes
  • Monitor effective benchmarks for measuring moderation and UGC volume, and analyze, review, and report on effectiveness of moderation policy
  • Report on insights gained from community moderation into the Community team
  • Monitor all industry and company information and news to anticipate potential issues
  • Management of our online store, including responding to customer inquiries, vendor relations inventory, and reporting

Qualifications

  • Must have strong organizational skills, attention to detail, and the ability to prioritize in a fast- paced environment
  • Self-starter who willfully digs in and can maintain productivity with minimal supervision
  • Excellent English communication and writing skills
  • Strong knowledge of Microsoft Office tools such as Outlook, Excel and Powerpoint
  • Working operational knowledge and understanding of online community platform tools (Forums, Blogs, Photo Uploads, Commenting etc.)
  • Knowledge of the Company’s industry and targeted demographic’s culture, as well as internet
  • culture
  • Ability to effectively communicate information and report statistics
  • Propensity to grow technical understanding and can pick up new tools quickly
  • Good knowledge of principles of customer service

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