Job Type: Full Time
Job Location: Alexandria


As a Moderation Specialist at Azad, you will play a critical role in maintaining a positive and engaging online community environment across various social media platforms. Your primary responsibility will be to ensure that user-generated content adheres to brand guidelines, community standards, and legal requirements, while also addressing user inquiries, comments, and concerns in a timely and professional manner.

Key Responsibilities

  1. Pre-Shift Preparation:
  • Log in to moderation accounts and review FAQs, saved replies, and account WhatsApp groups for updates.
  • Familiarize yourself with recent changes or updates to prepare for effective handling of inquiries and messages during the shift.
  1. Content Review and Approval:
  • Review all social media content submissions for compliance with brand guidelines, community standards, and legal requirements.
  • Approve compliant content or request revisions as necessary to maintain brand integrity.
  1. Engagement Monitoring:
  • Monitor comments, messages, and mentions across social media platforms regularly throughout the shift.
  • Respond promptly and courteously to inquiries, comments, and messages from users.
  • Address customer concerns and feedback professionally and empathetically to maintain positive brand perception.
  1. Issue Resolution:
  • Identify and address any issues or disputes raised by users on social media platforms.
  • Escalate unresolved issues or complaints to the appropriate department or supervisor for further assistance.
  1. During the Shift:
  • Follow account guidelines meticulously to provide accurate responses to user queries and comments.
  • Prioritize addressing unanswered messages or comments on each platform.
  • Rotate through assigned accounts methodically, addressing messages, comments, and inquiries in a timely manner.
  • Pin unanswered questions for follow-up and reference; consult FAQs, saved replies, and WhatsApp group for similar inquiries.
  • Escalate unresolved questions to the company’s moderation group for confirmation and update FAQs and saved replies
  1. Content Removal:
  • Remove inappropriate, offensive, or spam content in accordance with platform policies and company guidelines.
  • Document reasons for content removal for future reference and transparency.
  1. Community Engagement:
  • Foster a positive and engaging community environment by actively participating in conversations, sharing relevant content, and
    encouraging user interaction.
  • Monitor community sentiment and adjust moderation strategies as needed to maintain a positive brand image.
  1. End-of-Shift Procedures:
  • Conduct a thorough check of all accounts to ensure no messages, comments, or stories are left unanswered at the end of the
  • Wrap up any pending tasks and ensure all inquiries and comments have been appropriately addressed before logging out.

Key Requirements

  • Previous experience in social media management, community moderation, or customer support preferred.
  • Excellent written communication skills and attention to detail.
  • Ability to remain calm and professional when handling challenging situations or customer complaints.
  • Familiarity with social media platforms and their moderation tools and policies.
  • Strong organizational skills and the ability to prioritize tasks effectively in a fast-paced environment

Performance Metrics

  • Timeliness and accuracy of response to user inquiries and comments.
  • Compliance with brand guidelines and community standards.
  • Error Rate
  • Customer satisfaction ratings and feedback.
  • Efficiency in content review and moderation processes.

Reporting Structure

  • Reports to: Social Media Manager or Community Manager
  • Collaborates with Marketing Team, Customer Support Team, and other Moderation Specialists.

Benefits and Perks

  • Competitive salary and benefits package.
  • Opportunities for career growth and advancement within the social media or customer support team.
  • Collaborative and supportive work environment.
  • Company-sponsored training and development programs.

Career Advancement Opportunities

  • Moderators can advance to senior roles like Senior Moderator or Team Lead, then progress to managerial positions as Moderation Manager.
  • They can also transition to broader roles in social media, customer support, or digital marketing. Cross-functional opportunities exist in project
  • management, product development, or business development.

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