Responsibilities

• Triaging comments, direct messages, mentions, reviews, leads, customer issues, and potential crisis signals
• Applying response SLAs, approved language, moderation policies, after-hours coverage, and cross-functional escalation paths
• Building social-listening queries, tuning noise, monitoring competitors, investigating anomalies, and tracking brand health
• Creating recurring reports and dashboards for social and creator performance, sentiment, engagement, and downstream outcomes
• Explain workflows specifically within: inbound monitoring, classification, response, moderation, routing, escalation, social listening, anomaly investigation, reporting, and decision support

Requirements

• 5+ years in community management, social customer care, social media operations, moderation, social analytics, or social listening
• Direct, hands-on experience in inbound monitoring, classification, response, moderation, routing, escalation, social listening, anomaly investigation, reporting, and decision support
• Experience making or influencing decisions related to response strategy, moderation actions, crisis thresholds, escalation ownership, metric definitions, anomaly diagnosis, and reporting insights
• Familiarity with tools such as: Sprinklr, Sprout Social, Khoros, Brandwatch, Talkwalker, Meltwater, Salesforce, Zendesk, Google Analytics, Tableau, Power BI, and Excel
• Strong ability to clearly explain workflows, decisions, and reasoning
• Experience owning or directly executing these workflows in a real production environment
• Experience working in a cross-functional marketing, social media, creative, communications, legal, customer care, or analytics environment