Social Media Community Manager & Moderator - Us English

Are you social media savvy and wish to start your career in the industry?

‍‍ Do you genuinely care for delivering exceptional customer service experience?

If your answer is yes, keep reading!

Our number one focus is to help brands build genuine human connections with their consumers. We partner with our clients to find business solutions through human interactions driven by data and insights. We use insights to form strategy, then execute across all areas of social, including community management, listening, content, reporting, and crisis management.

We are looking for a talented Social Media Community Manager & Moderator to join the team to protect our clients’ brands and make sure their reputation is kept safe at all times; providing meaningful customer relationships while being aware of any potential issues on the social media platforms.

WHAT YOU’LL BE DOING

As a Social Media Community Manager & Moderator, you’ll moderate user-generated content on allocated client sites, and post client-created Standard Response Templates where required. You will be responding to complaints, queries and engaging with the online audience on behalf of our clients in a number of different industries, across a variety of social media channels. You will be putting your own creative spin on some of the Standard Response Templates to engage with the audience and be in-keeping with the brands tone of voice.

While moderating the content, you'll be reviewing strong graphic images, and written content that violates the guidelines of the community. You'll be also escalating content that falls within escalation processes (eg. child safety, bomb threats).

Working Hours

Ideally, we are looking for candidates who have flexibility and availability to work across weekdays, evenings and weekends to cover all project hours.

For this project, you must be available Thursday, Saturday and Sunday as a minimum.

For this particular work we expect you to work a combination of the following shifts so you will need availability at these times: (All times are in EST)

Monday 6pm to 7pm

Wednesday 6pm to 7pm, 7pm to 8pm, 8pm to 9pm, 10pm to 11pm, 11:30pm to 12am

Thursday 6pm to 7pm

Saturday 8am to 9am, 10am to 11am, 12pm to 1pm, 2pm to 3pm, 4pm to 5pm, 6pm to 7pm

Sunday 8am to 9am, 10am to 11am, 12pm to 1pm, 2pm to 3pm, 4pm to 5pm, 6pm to 7pm

While the above is the desired availability, this work would be for approximately 15 hours per week with the view that the hours would increase over time.

Child Protection

At The Social Element, we place the protection of children at the heart of everything we do. We believe everyone has a responsibility to promote the welfare and safety of all children, regardless of their age, disability, gender identity, race, religion, sex, or sexual orientation. All candidates will have to agree to a criminal background check and provide details for 2 professional referees at the point of accepting an offer of work.

Requirements

Excellent US English level: As you’ll be posting messages in social media, it’s a must to have superb writing skills.
‍‍ Background experience: either engagement, social customer care, localisation, translation, copywriting, moderation, and/or community management, either with a brand or digital agency.
Social Media knowledge: Experience in using either Facebook, Twitter, Instagram, Pinterest, TikTok, LinkedIn and/or YouTube.
A confidence with digital technology: you know the latest trends in social media like the back of your hand.
✨ A self-motivated social media expert who is comfortable working remotely.

IT Policy

We operate a BYOD (Bring Your Own Device) Policy which means to carry out this work, your PC will need to meet the following requirements:

• A Webcam and headset (used for internal purposes)
• Android or iOS device for 2FA
• At least 8GB RAM Internet speed is 10Mbps download / 1Mbps upload (40Mbps download / 2Mbps upload is recommended)
• I5 7th generation or faster 64-bit (x64) processor
• Operating system Windows 10 64bits or higher / MAC OS X version 10.15 (Catalina) or higher. We do not support Windows 8 or older / MacOS Mojave or older.
• 40 GB available HDD (SSD is recommended)
• Chromebook & Linux not compatible

Please Note: It is essential to have all IT requirements to qualify for the process and IT policy.

The Social Element values

Work according to the company values

Do it Well

Be One Team ‍‍

Do the Right Thing ✔️

Keep Pioneering

Make Them Smile

Our Diversity, Equality & Inclusion Commitment

We are proud to be an Equal Opportunity employer. Our recruitment process is fair, transparent and based on merit, skill and experience related to the role. We welcome applications from diverse and under-represented groups regardless of their background.

We value having divergent thinkers who bring various experiences and viewpoints to the table at The Social Element. We strongly encourage members of underrepresented groups to apply.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please if you think you have what it takes, we encourage you to still apply — we’d love to hear from you!

How To Apply ️

Simply upload your CV and a covering letter (or a link to your cover letter video if you prefer). *Make sure to include the following details in your cover letter/video.

• A summary of your relevant experience including details of your social media experience
• Why you are interested in working with The Social Element