Community/Social Media Moderator (Weekends)

Telecommute · Community


Please apply directly on Upwork:

Do you have previous experience responding to and helping customers on social media or in user forums? We’re seeking a rockstar moderator to help moderate our Community forums and social media support channels. Your role will be to engage with the community and respond to customer inquiries, escalate issues and respond to support issues on our Facebook and Twitter channels.

The contract will be ongoing, we have 3 openings covering the WEEKEND (Saturday and Sunday) hours of:
> 8am-4pm PST
> 4pm- 12am PST
> 12am- 8am PST

What you'll do:
Daily: monitor posts in the forum and:
>> Edit and move any posts that violate our community policies
>> Escalate to Upwork managers any heated/controversial discussions
>> Answer questions that are best answered by Upwork rather than the community
>> Direct users who have specific account-related questions to support
>> Correct any incorrect information shared in the forum
>> Respond to customer inquiries with helpful and friendly answers.
>> Engage with our global community to encourage positive discussions.

Daily: monitor posts through our social monitoring tool for Facebook and Twitter
>> Respond to user support questions sent through monitoring tool
>> Respond to specific account-related questions as customer support.
>> Escalate messages from disgruntled users, especially potential social influencers

Weekly: connect with our full-time moderators to provide a week-end summary of the hot topics and "temperature" in the forums and on social pages during your coverage.

In your cover letter, please briefly list your past experience managing community or social media channels in a professional capacity, including any experience as an online community manager, social media manager and any customer service experience. Also, please indicate which shift you are available to work in Pacific Time.


The ideal Social Media Moderator will have the following qualities:
>> Reliable team player with strong communication skills and an upbeat attitude.
>> Excellent judgement and experience handling challenging social media and community situations.
>> You are empathetic with Upwork users, understand their challenges, and can relate to different cultures across the world. At the same time, you are firm and feel comfortable speaking on behalf of Upwork as a company representative.
>> You are organized and very efficient at reading through posts, identifying what is needed and acting upon that.
>> You love learning new things and engaging with and helping people..
>> You know the Upwork product and policies well, and/or you are a quick learner!
>> Detail-oriented with excellent English writing and grammar skills.
>> Prior experience with managing Community forums, Facebook pages and Twitter handles.
>> Experience with the following software: Skype, Google Docs, and the ability to pick up new software platforms quickly. Experience with Lithium Response a plus but not required–training will be provided.

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