Social Media Moderator

About the role

As a Social Media Moderator you will safeguard the brand’s online presence by reviewing and responding to user‑generated content across platforms such as Facebook, Instagram, Twitter/X, LinkedIn and TikTok. You will act as the first line of defence against spam, offensive material and misinformation while fostering constructive conversations that align with the company’s voice.

Key responsibilities

• Monitor comments, messages, reviews and other user‑generated content for compliance with community guidelines.
• Respond promptly and professionally to inquiries, complaints and feedback.
• Escalate sensitive or high‑priority issues to PR, customer support or legal teams.
• Identify and remove spam, fraudulent activity and offensive material.
• Initiate and participate in positive discussions to boost engagement.
• Track, analyse and report on user sentiment, trends and recurring issues.
• Collaborate with marketing, PR and content teams to ensure moderation aligns with brand tone.
• Stay up‑to‑date with platform updates, social‑media trends and competitor activity.

Required profile

• 1+ years of experience in social‑media moderation, community management or customer support.
• High emotional intelligence, patience and the ability to stay calm under pressure.
• Strong written communication, conflict‑resolution and multitasking abilities.
• Attention to detail and sound judgment when enforcing guidelines.
• Adaptability to fast‑changing online environments.

Required skills

• Familiarity with major social platforms (Facebook, Twitter/X, Instagram, LinkedIn, TikTok, etc.).
• Basic knowledge of social‑media analytics.
• Experience with moderation tools such as Hootsuite and Sprout Social.