Overview● In this crucial role, you'll be the direct voice of our brand and the guardian of our online communities. You'll be responsible for ensuring a safe, positive, and engaging environment across all our social media platforms, handling user interactions, moderating content, and escalating issues as needed. Your keen eye for detail and strong communication skills in both Arabic and English will be vital in maintaining our brand's reputation and fostering meaningful connections with our audience.
Responsibilities:
Community Engagement & Response:● Monitor all social media channels (e.g., Facebook, Instagram, Twitter/X, TikTok, LinkedIn, YouTube comments) for user comments, messages, and mentions.● Respond promptly and professionally to user inquiries, comments, and direct messages, ensuring brand voice and tone consistency.● Initiate conversations and engage with the community to foster positive interactions and build relationships.● Answering questions, guiding users, and resolving basic issues.
Content Moderation:● Review user-generated content (comments, posts, photos, videos) to ensure adherence to community guidelines, terms of service, and brand values.● Identify and remove inappropriate, offensive, spam, or off-topic content efficiently and consistently.● Enforce community rules fairly and transparently.● Identify and escalate complex issues, technical problems, or potentially negative brand mentions to the relevant internal teams (e.g., Operations, Customer Service, Marketing, IT, Legal) for resolution.● Track escalated issues to ensure timely follow-up and closure.
Trend Monitoring & Reporting:● Monitor social media for emerging trends, user sentiment, and potential brand-related issues or crises.● Identify common user questions, feedback themes, and frequently asked questions to inform content creation and improve user experience.● Prepare daily/weekly reports on community activity, key insights, emerging trends, and flagged content.
Brand Reputation Management:● Act as a frontline guardian of the brand's online reputation, identifying and addressing potential negative sentiments or misinformation proactively.● Contribute to maintaining a positive and respectful online environment for the brand and its audience.● Scale Telda's word of Mouth across communities.
Platform Knowledge:● Stay up-to-date with the latest features, tools, and best practices across various social media platforms.● Understand platform-specific moderation tools and reporting mechanisms.
Required Qualifications
Education:● Bachelor's degree in Marketing, Communications, Journalism, Public Relations, or a related field is preferred.
Skills:● Exceptional written and verbal communication skills in both Arabic and English are essential, with the ability to adapt tone for various social media contexts.● High level of empathy, patience, and ability to handle difficult or sensitive interactions professionally.● Strong organizational skills and attention to detail, capable of managing multiple tasks simultaneously.● Ability to identify and escalate issues appropriately and efficiently.● Proactive, curious, and eager to learn about evolving social media trends and community dynamics in Egypt.
Experience:● 1-2 years of experience in social media moderation, or a community management role.● Strong understanding of social media platforms (Facebook, Instagram, Twitter/X, TikTok, LinkedIn, YouTube) and their respective community guidelines.