Social Media Moderator

About Koraspond

Koraspond is a leading 360° marketing, creative, and technology agency based in Jeddah, Saudi Arabia. We specialize in delivering integrated solutions that span branding, digital marketing, creative production, and technology development. Our diverse client portfolio includes prominent brands across the automotive, healthcare, lubricants, hospitality, real estate, education, and institutional sectors. From crafting full brand identities to executing multi-platform campaigns and developing AI-powered digital products, we are committed to driving impactful results for our clients.

Role Overview

We are seeking a proactive and detail-oriented Social Media Moderator to join our dynamic team. In this role, you will serve as the primary voice of the brands we manage, ensuring seamless and professional community engagement across all social media platforms. Your responsibilities will include responding to comments, messages, and inquiries, moderating content, and escalating sensitive issues to maintain the integrity and reputation of our clients’ brands. Collaboration with account managers and the content team will be essential to keep communities active, positive, and well-served.

Key Responsibilities

• Monitor and moderate comments, direct messages, mentions, and posts across client accounts on platforms such as Instagram, TikTok, Snapchat, X (formerly Twitter), Facebook, LinkedIn, and YouTube.
• Respond to customer inquiries, complaints, and feedback in a timely and professional manner, adhering to approved response guidelines and brand voice.
• Identify and escalate sensitive issues, complaints, or potential PR risks to account managers immediately to mitigate reputational damage.
• Remove or hide spam, offensive, or inappropriate content in accordance with moderation guidelines to maintain a safe and positive online environment.
• Ensure response times and engagement rates meet or exceed established targets across all managed accounts.
• Log and categorize recurring inquiries, complaints, and feedback to contribute to monthly client reports and strategic insights.
• Collaborate with client teams to obtain accurate and up-to-date information for product, pricing, and service-related inquiries.
• Support community engagement during high-impact campaigns, product launches, and live events, including coverage during evenings and weekends as required.
• Monitor audience sentiment, track viral moments, and identify emerging issues to inform the content and community management strategy.
• Provide actionable insights from community conversations to enhance content strategy and improve brand-customer interactions.

Qualifications & Experience

• Bachelor’s degree in Marketing, Communications, Business, or a related field.
• 1–3 years of professional experience in social media moderation, community management, or customer service, with agency experience considered a strong asset.
• In-depth knowledge of major social media platforms, their features, and moderation tools.
• Exceptional written communication skills with the ability to maintain a professional, brand-appropriate tone in all interactions.
• Familiarity with community management or social listening tools such as Meta Business Suite, Sprout Social, or Hootsuite is highly desirable.
• Understanding of the Saudi and GCC market, including cultural nuances and audience behavior.
• Demonstrated ability to remain composed and professional when addressing complaints or challenging conversations.

Personal Attributes

• Patience, empathy, and a strong customer-focused mindset to foster positive brand-customer relationships.
• Quick decision-making skills with sound judgment regarding when to respond directly and when to escalate issues.
• Highly responsive, organized, and capable of managing multiple accounts and priorities simultaneously.
• Flexibility to accommodate varying working hours to cover peak engagement periods, campaigns, and events.
• Discretion and professionalism when handling sensitive brand or customer information.

How to Apply

Interested candidates are invited to submit their updated CV to [email protected] with the subject line "Social Media Moderator — [Your Name]." Alternatively, applications may be submitted directly through LinkedIn. We look forward to reviewing your application and exploring how your skills and experience align with our team’s goals.