Job description
The Moderator protects brand reputation and maintains healthy community interactions by monitoring comments, messages, and user-generated content across social platforms and community channels. This role responds using approved guidelines, enforces moderation rules, escalates risks quickly, and documents incidents. Success means fast response times, consistent tone, low escalation errors, and clear reporting.
Key Responsibilities
Community Monitoring & Response Monitor comments, DMs, and mentions across assigned platforms (LinkedIn, Instagram, Facebook, TikTok, YouTube, etc.) Respond to inquiries using approved response templates and brand tone guidelines. Route sales inquiries to the right team (BD/Account) with proper context and tracking. Keep response times within agreed SLA and maintain a calm, professional tone under pressure.
Moderation & Risk Control Enforce community rules: remove/hide spam, harassment, hate speech, scams, and inappropriate content based on policy. Identify and flag reputation risks early (viral negative comments, misinformation, sensitive topics). Escalate urgent incidents immediately with screenshots, links, and a short incident summary.
Coordinate with marketing/leadership on crisis responses and comment policy decisions. Documentation & Reporting Maintain moderation logs: actions taken, reasons, timestamps, and escalation outcomes. Prepare weekly report: volume, response time, top issues, sentiment trends, recurring questions, and recommendations. Capture FAQ insights and feed them into content planning (what people ask repeatedly).
Workflow Discipline Follow internal policy for communication channels and approvals. Use checklists for launches/campaigns (increased monitoring windows). Maintain confidentiality when handling client or internal sensitive data.
Requirements
1+ year experience in community management/moderation/customer support (social platforms). Strong written communication in Arabic + English (business level). Ability to handle conflict professionally and de-escalate. Strong attention to detail and consistent policy application. Basic understanding of social media platform tools (hide/delete/report/block).