Social Media Moderator – Markham, Canada | Permanent

We have an exciting role with our client in the Markham area. They are currently seeking a Social Media Moderator to monitor and respond to community feedback on all channels where reader backlash could occur in order to spread the right message.

In this role, you will act as a shield to community criticism and be able to respond with the right message to help educate the community. The Social Media Moderator will implement an online Social Media Strategy, monitor and moderate user-generated content. This role coordinates with the Social Media Manager and the Marketing team to support its mission: ensuring a safe, fun and  legal community environment, promoting excellent customer service and cultivating a strong community around the brand.

By having this role in place, we will be able to improve writer health, improve writer perception of the paid content program for potential writers, and improve sentiment on by quickly responding to negativity and taking action where needed. The dedicated Social Media moderator will have a unified, on-brand voice for responses.

Responsibilities:

  • Implement online community moderation strategy, coordinate with stakeholders across the company to ensure its effectiveness and provide superior quality of customer service and customer support
  • Provide insights gained from content moderation to the marketing team
  • Monitor all industry and company information and news to anticipate potential issues
  • Review and moderate all user-generated content and user profiles (either pre-, post- or reactive moderation), forums, comments, images, videos and audio. Liaise with the legal and community team when required
  • Manage the banned user process and track and remove previously banned users
  • Maintain Moderation Guidelines and ensure they are up to date
  • Service Community Admin accounts by processing emails and complaints and escalating when necessary
  • Moderate content located in social networking sites including Facebook, Twitter and other similar social media outposts, adapting methodology where appropriate
  • Produce reports on relevant moderation statistics, issues and outcomes
  • Monitor effective benchmarks for measuring moderation and volume, and analyze, review, and report on effectiveness of moderation policy

Requirements:

  • 3+ years’ experience in social moderation
  • Solid understanding of all social platforms and moderation tools ( e.g. Forums, Blogs, Photo Uploads, Commenting etc.)
  • Diplomatic, excellent judgment and passionate about social conversation
  • Ability to resolve issues tactfully; always cool under pressure
  • Strong organizational and multitasking skills; detail focused
  • Excited to become an expert in all matters related to the brand
  • Extensive knowledge of online legal issues
  • Dedicated to exceptional customer service
  • Understanding our targeted audience’s culture, as well as internet culture in general
  • Ability to effectively communicate information and report statistics
  • Committed team player

This is a full-time position located in Markham. Please apply now for immediate consideration.

Please apply for this position through our Online Registration System.

We appreciate your interest but due to time constraints we can only contact candidates in consideration. Creative Niche is dedicated to matching outstanding communication, design and interactive professionals with the right companies. If you are not contacted for the current role(s) for which you have applied, please be confident that your application will be electronically filed for future searches.

In accordance with the Accessibility for Ontarians with Disabilities Act, Creative Niche welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process for Ontario jobs. To request an accommodation, please contact Creative Niche.

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