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Job Description
- Implement the online community moderation strategy, coordinating with stakeholders across the Company to ensure its effectiveness and providing superior quality of customer service and support to our community with the help of various communication tools
- 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
- Regularly feedback insights gained from community moderation into the Community team
- Monitor all industry and company information and news to anticipate potential issues
