Job Summary:
We are looking for a proactive and empathetic Community Moderator to oversee our social media and online community engagement. The role focuses on maintaining a healthy and respectful brand environment by moderating comments, resolving customer inquiries, and escalating sensitive issues.
Key Responsibilities:
- Monitor social media channels, comment sections, inboxes, and forums
- Respond to customer comments, DMs, and inquiries in a timely, polite manner
- Enforce community guidelines to maintain a safe and respectful environment
- Hide or report spam, offensive content, or misinformation
- Escalate complex customer issues to the relevant departments (sales, aftersales, marketing)
- Collaborate with the social media specialist to align tone of voice and responses
- Track and report common user concerns, feedback, and sentiment
- Assist in creating FAQ responses and message templates
- Monitor online reviews and respond when appropriate
- Support crisis communications and public feedback loops during campaigns or product issues
Requirements
Requirements:
- 1–2 years of experience in customer support, moderation, or social media roles
- Excellent communication skills in Arabic and English (written and spoken)
- Ability to remain calm, neutral, and professional under pressure
- Familiar with social platforms: Instagram, Facebook, TikTok, YouTube
- Understanding of online behavior, trolling patterns, and brand safety best practices
- Organized and capable of handling high message volumes
- Tech-savvy and responsive with attention to tone and detail
Qualifications & Competencies:
- High emotional intelligence and empathy
- Quick decision-making and problem-solving mindset
- Trustworthy, discreet, and reliable in handling customer issues
- Familiarity with moderation tools and content reporting systems
- Strong team player and communicator