Social Media Moderator
Social Media Moderator
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Job Description
ThinkBait the innovative marketing hub for Neilson Financial Services is searching for a skilled Social Media Moderator to help manage our growing online presence for various life insurance brands across multiple markets. Youll be responsible for ensuring our online communities remain safe engaging and aligned with the brands voice across the UK Canada and other future markets.
You will actively monitor social media channels respond to comments and queries and ensure a positive supportive environment for our customers. As the face of our life insurance brands on social media your role is crucial in fostering trust and building relationships with our audiences.
Key Responsibilities:
- Moderate Online Communities: Actively monitor comments questions and direct messages across multiple social platforms (Facebook Instagram Twitter etc.) ensuring responses are timely and aligned with the brand tone.
- Customer Engagement: Respond to customer queries and comments in a professional and empathetic manner providing necessary information or directing them to appropriate resources.
- Escalation Management: Identify document and escalate any critical issues or negative sentiment to the Social Media Lead and customer service teams when necessary.
- Maintain Brand Consistency: Ensure that responses and engagements reflect the brand values and personality across all life insurance brands.
- Content Moderation: Flag inappropriate or irrelevant comments/posts to ensure that all brand pages maintain a positive and welcoming environment.
- Reporting: Track and report engagement metrics highlight any trends or concerns and suggest improvements to enhance customer interaction and experience.
- Collaboration: Work closely with the marketing creative and brand teams to ensure social media content aligns with campaign goals and customer expectations.
Qualifications :
- Experience: Previous experience in social media moderation community management or customer service role.
- Strong Communication Skills: Excellent written communication skills with the ability to adapt tone and style based on the audience and platform.
- Problem-Solving Mindset: Ability to quickly resolve issues and de-escalate potential conflicts on social platforms.
- Familiarity with Tools: Experience using social media platforms and moderation tools (e.g. Sprout Social Hootsuite etc.) is a plus.
- Adaptability: Comfortable working across multiple markets understanding differences in tone and culture for audiences in the UK Canada and future markets.
- Customer-Focused: A genuine desire to help customers and engage in meaningful conversations that build long-lasting relationships.
- Flexibility: Willing to work across different time zones and occasionally handle weekend shifts if required.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
