Responsibilities

• Manage high-volume social interactions across brand channels, delivering timely, accurate, and brand-aligned responses.
• Monitor and moderate community content to ensure compliance with brand standards, community guidelines, and platform policies.
• Evaluate inbound inquiries and community interactions, exercising independent judgment to determine appropriate response, escalation, or resolution paths.
• Identify and remove spam, abusive, fraudulent, or guideline-violating content to maintain a safe and positive community environment.
• Escalate complex, sensitive, or high-risk issues to appropriate internal partners in accordance with established protocols.
• Monitor social channels to identify emerging customer concerns, engagement trends, and potential brand or reputational risks.
• Maintain accurate tagging, case documentation, and workflow management within social engagement platforms (e.g., Khoros Care) to support reporting and operational effectiveness.
• Collaborate with cross-functional teams to coordinate responses, resolve customer issues, and ensure consistent customer experience.
• Share observations and recurring customer feedback with internal stakeholders to support continuous improvement of products, services, and customer communications.

Requirements

• Typically requires 3 years of experience in social media community management, moderation, or social customer care.
• Experience working in high-volume, fast-paced environments
• Strong written communication skills and attention to detail
• Experience with moderation standards and social platform tools (e.g., Khoros, Sprinklr, Hootsuite)
• Key Skills
• Sound judgment and decision-making in fast-paced environments
• Ability to manage multiple priorities and workflows

Preferred

• Experience with Khoros Care
• Background supporting global brands or highly engaged communities
• Experience in automotive, lifestyle, or enthusiast-driven industries

Benefits

• We offer an inclusive compensation package for all full-time salaried employees including, but not limited to, annual bonus programs, health insurance benefits, a 401k program, onsite fitness centers and employee stores, employee discounts on products and accessories, and more.