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Position Description
We’re looking for an skilled and passionate Social Media & Moderation Venture Supervisor to steer client-facing tasks throughout on-line communities, boards, and social platforms. This isn’t a standard CS/PM hybrid position — we’re on the lookout for a real subject material knowledgeable in social engagement, moderation operations, and neighborhood administration.
- Proactively information shoppers, lead inside operations, and drive steady enchancment whereas sustaining a strategic, client-first mindset.
- Handle each day challenge operations and elevate the consumer relationship by providing proactive insights, anticipating wants, and championing neighborhood well being and security initiatives.
- Assist outline the way forward for social engagement assist for main manufacturers.
{Qualifications}
- 3-5 years of expertise managing social media, neighborhood administration, or moderation tasks.
- Confirmed expertise main distant groups (staff and contractors) in a client-facing position.
- Robust experience throughout social platforms (Fb, Instagram, Twitter/X, TikTok, Reddit, Discord, boards).
- Deep understanding of name voice, neighborhood constructing, moderation methods, and platform-specific wants.
- Expertise managing QA processes, KPI/SLA deliverables, and efficiency enchancment plans.
- Distinctive client-facing communication expertise; expertise main strategic discussions and reporting.
- Extremely organized with sturdy challenge documentation, operational planning, and multitasking expertise.
- Skill to stability strategic management with hands-on operational administration.
- Familiarity with instruments like Zendesk, Khoros, Sprinklr, Asana, Trello, or equal challenge administration/neighborhood platforms is a plus.
- Information of Belief & Security practices and escalation protocols is most well-liked.
Necessities
- Function the first operational level of contact for assigned social media, neighborhood administration, and moderation tasks.
- Lead recruitment, onboarding, scheduling, and each day administration of staff and contractors.
- Monitor compliance and supply real-time operational steerage to APMs, CMs, ACMs, Leads, and Mods.
- Help with shift protection, staffing forecasts, and operational scheduling primarily based on engagement traits.
- Drive proactive operational planning and course of documentation to keep up best-in-class service supply.
- Escalate and suggest options for high-level points, challenge optimizations, and future planning wants.
- Personal the execution of social media moderation and neighborhood engagement initiatives, guaranteeing each interplay aligns with the consumer’s model voice, neighborhood requirements, and engagement targets.
- Ship operational insights that drive stronger, safer, and extra vibrant communities.
- Monitor neighborhood and platform traits in actual time, escalating potential dangers, model repute considerations, or engagement alternatives.
- Create, refine, and preserve detailed neighborhood administration and moderation playbooks.
- Lead energizing inside brainstorms and strategic periods targeted on enhancing the neighborhood expertise.
- Champion community-first pondering throughout the challenge workforce.
- Conduct common QA opinions, productiveness checks, and shadowing periods.
- Ship teaching and actionable suggestions to staff and contractors.
- Observe workforce and challenge efficiency towards KPIs, SLAs, and consumer expectations.
- Conduct workforce conferences and 1:1s targeted on operational excellence, traits, and steady enchancment.
- Construct and foster sturdy consumer relationships by common reporting, conferences, and insights supply.
- Help QBR (Quarterly Enterprise Overview) preparations and strategic planning discussions.
- Characterize consumer priorities internally to make sure alignment between challenge execution and consumer targets.
- Lead proactive discussions round trade traits, evolving wants, and repair enlargement alternatives.
- Mentor and coach APMs, CMs, ACMs, Leads, and Moderators to make sure high quality and accountability.
- Drive constructive workforce tradition, worker engagement, and profession improvement conversations.
- Handle important dialogues, battle decision, and efficiency interventions as wanted.
- Lead the onboarding and offboarding of challenge employees.
Advantages
- Aggressive advantages.
- Most positions are distant.
Firm Description
ModSquad is an Equal Alternative Employer. All certified candidates will obtain consideration for employment with out regard to race, coloration, faith, intercourse (together with being pregnant), gender, nationwide origin, ancestry, age, bodily or psychological incapacity, navy standing, standing as a veteran or disabled veteran, sexual orientation, gender identification or expression, marital or household standing, genetic info, medical situation, or every other foundation protected by relevant federal, state, or native regulation, ordinance, or regulation.
At ModSquad, we’ve been altering the client expertise sport since 2007. Nice individuals are on the heart of the whole lot we do, and we’re all the time on the lookout for gifted folks to hitch our workforce.