Social Media Moderator

Job Summary

• 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 , Supporting Caps Auto Call Center &
• Moderation team in responding to customer enquiries ( Texting or calling).

Responsibilities

• Respond to comments, when appropriate, in order to foster a positive community and add value to the user’s experience
• Build a knowledge base for each client frequently asked questions
• Implement the online community moderation strategy
• Answer questions on (Facebook, Instagram, e-mail… etc.) and managing any online feedback forms
• Enforce the Social Media Guidelines as defined by the brand
• Summarize insights and conversations to create actionable, client-facing reports that lead to optimization
• Identify threats and opportunities in user generated content surrounding brands and report effectively in a timely manner