Social Media Moderator

Description

We are seeking a thoughtful, detail-oriented Social Comment Moderator to support engagement across multiple brands and social media platforms. In this role, you will help shape the online voice of our brands by responding to user comments, maintaining a safe and welcoming community, and identifying opportunities to improve messaging and engagement strategies.

The ideal candidate is adaptable, communicative, and comfortable working in a fast-paced, ever-changing digital environment.
Key Responsibilities
• Moderate and respond to comments across multiple brand accounts, ensuring all communication aligns with each brand's voice, tone, and values
• Craft thoughtful, engaging responses that provide clear, relevant information and encourage positive interaction
• Apply brand guidelines and moderation standards consistently when reviewing and responding to user-generated content
• Identify and escalate potential concerns, including inappropriate, harmful, or sensitive content, in a timely manner
• Proactively contribute to the prevention and removal of offensive or non-compliant content
• Incorporate feedback quickly and effectively, continuously improving response quality and alignment with brand expectations
• Monitor trends in user feedback and flag opportunities for the marketing team to refine messaging, campaigns, or content strategies
• Exercise sound judgment in determining the appropriateness of comments and responses
• Attend and actively participate in regular team meetings, contributing insights and feedback.
• Maintain confidentiality when handling sensitive information or internal processes.

Competencies & Skills
• Strong collaboration skills with a positive, team-oriented
• Solid understanding of major social media platforms and online community
• Excellent written and verbal communication skills, with a strong attention to tone
• Exceptional listening skills and the ability to interpret intent behind user
• High level of attention to detail and ability to catch subtle issues or
• Strong organizational and time management skills, with the ability to manage multiple tasks and priorities
• Adaptability and comfort working in a fast-paced, evolving environment
• Resourcefulness and problem-solving ability, especially when navigating ambiguity
• Openness to feedback, with the ability to apply it constructively to improve performance
• Ability to quickly learn new tools, systems, and workflows
• Proficiency in Microsoft Office and Google Workspace

Professional Expectations
• Familiarity with the Angel Guild
• Demonstrate accountability by taking ownership of assigned tasks and responsibilities
• Execute work with energy, consistency, and a commitment to quality
• Communicate clearly and share relevant context with team members and leadership
• Contribute to a culture of candor, respect, and continuous improvement
• Actively participate in achieving individual and team goals

Requirements

Qualifications
• Proficiency in reading, writing, and speaking English required
• Additional language skills are a plus
• Experience in social media, content moderation, customer engagement, or a related field is preferred

Competencies
• 1–3 years of experience in customer support, client services, or a related field (experience with ticketing systems preferred).
• Strong written and verbal communication skills with a friendly, professional tone.
• Demonstrated ability to troubleshoot and problem-solve effectively in a fast-paced environment.
• Highly organized with strong attention to detail and follow-through.
• Comfortable learning new technologies and adapting to evolving tools and systems.
• Proficiency in English (written and spoken) required; additional language skills are a plus.

Adaptability & Growth
As our team and business continue to grow, this role may evolve to meet new needs. Responsibilities may shift, expand, or specialize further depending on company priorities, new tools, and organizational direction. Flexibility, curiosity, and a proactive mindset will be key to long-term success in this position.

Work environment - When in the main office, expect a comfortable, air-conditioned work environment. Team members are issued their own desks, but the office is an open, shared space and can be fast-paced and occasionally noisy.

Physical demands - Will need to be able to sit or stand at a desk for extended periods of time.

Position type and expected hours of work - Regular full-time, 40 hours per week.

Travel required - Significant travel is not anticipated for this position.

Required education and experience
• High school diploma or equivalent
• Basic computer skills and technology understanding
• 1 years experience in customer service

Preferred education and experience
• Bachelor's Degree or equivalent
• 2 years experience in customer service
• Thorough understanding of customer service software remote platforms
• Proficient computer skills and technologically savvy
• Experience with Zendesk

Work authorization - Must be authorized to work in the United States.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.