Community Moderator

Spredfast is a social software company and platform, headquartered in Austin, Texas with offices in New York City, London, Madison, Wisconsin, and Sydney, that seeks to connect every company in the world with the people that they care about the most. Spredfast’s “Smart Social” software enables companies to manage, integrate, and amplify social content across any digital touch point. With global reach, Spredfast customers have managed more than one billion social connections across 84 countries.

Spredfast is seeking to hire a Community Moderator to add to our growing services team. The mission of the services team is to provide Spredfast’s customers with additional, customized expertise in social business to unlock the most value possible from platform use. The community moderator will serve within a growing team of moderators in charge of member-to-member community moderation – monitoring and moderating user-generated content, measurement of activity and customer insights, and identification of top contributors – to cultivate and maintain a strong program for customer self-help that results in higher customer satisfaction and increased case deflection. An ideal candidate will not only have an understanding of social networks, technology, and trends, but will be confident, creative, and effective in engaging with our customers’ social audiences. They will be looking to join a fast-paced startup team that works collaboratively to incorporate social media across the business.

* Moderate Spredfast customer community forum to identify forum super-users, quality answers, remove inaccurate answers, clean for spam and profanity, and organize content to ensure an optimal user experience * Identify valuable contributions to the community conversation and key opportunities to engage with community members * Develop appropriate responses that adhere to customer brand voice requirements and answer social inquiries competently and efficiently, coordinating with internal teams as necessary * Participate as active an contributor and apply creative problem solving skills in project brainstorms * Predict and understand user patterns in the community * Conduct weekly feedback trend reports and ad hoc data analysis based on project needs * Suggest improvements in tools and techniques to help scale the team and community-based support levels

* Bachelor’s degree or equivalent combination of relevant experience, education, and/or training * Community moderation or customer service experience a huge plus, including support within a forum * Familiarity with key social platforms including Facebook, Twitter, YouTube, LinkedIn, Google+, Pinterest, and Instagram * Demonstrates passion for social business; an eagerness to learn and share best practices, new trends, and major developments in the social and digital marketing space * Enthusiasm for and willingness to grow in all facets of community management, including brand management and marketing, social care, content strategy, content creation, measurement, and project/account management * Project management and organization skills; ability to manage multiple projects and prioritize based on customer needs * Editing and proofreading skills; ability to think critically about content in context of brand messaging, goals, and voice * Comfort and ability to think quantitatively, with sensitivity to nuances in data * Prior data analysis and measurement skills preferred including strong Excel skills and ability to skillfully manipulate large data sets * Self-starting, intellectually curious and creative individual with a passion for problem-solving and comfort with ambiguity * Ability to rapidly assess, analyze, and resolve complicated issues with little initial information or direction and with varying degrees of ambiguity * Strong communication skills (written and verbal) are key for working in this customer-facing role * Flexibility with skill set and time management in fast-paced environment * Works well within highly collaborative, multidisciplinary teams with many moving parts; highly developed sense of teamwork is a necessity * Demonstrates initiative and independence, is consistent and dependable; is also flexible and willing to go the extra mile to help a teammate, customer, or community member * Ability to manage multiple personalities and communication styles, empathize with team members, and successfully navigate interpersonal communication to create and maintain a positive team environment * Ability to adapt quickly to new environments, new teams, and new customer communities * Positive, passionate, open-minded, and objective attitude * Bilingual Spanish/English is a plus * Minimal travel may be required * Occasional evening and weekend coverage may be required