Social Media Moderator

About Koraspond and the Role

Koraspond is a Jeddah-based 360° marketing, creative, and technology agency that delivers integrated solutions across branding, digital marketing, creative production, and technology development. We serve a diverse portfolio of clients spanning automotive, healthcare, lubricants, hospitality, real estate, education, and institutional sectors. We are seeking a Social Media Moderator to join our team in the Makkah region, covering Jeddah and Makkah, for a full-time position.

Role Overview

The Social Media Moderator will be responsible for managing community engagement across our clients' social media platforms. This role serves as the frontline voice for the brands we manage, responding to comments and messages, handling inquiries, and escalating issues as necessary. The successful candidate will ensure every interaction aligns with the brand's tone and values, working closely with account managers and the content team to foster active and positive online communities.

Key Responsibilities

• Monitor and moderate comments, direct messages, and mentions across client accounts (Instagram, TikTok, Snapchat, X, Facebook, LinkedIn, YouTube).
• Respond to customer inquiries, complaints, and feedback promptly and professionally using approved response guidelines.
• Escalate sensitive issues, complaints, or potential PR risks to account managers immediately.
• Hide, report, or remove spam, offensive, or inappropriate content according to moderation guidelines.
• Maintain response time and engagement rate targets across all managed accounts.
• Log and categorize recurring inquiries, complaints, and feedback for monthly client reports.
• Coordinate with client teams to obtain accurate answers for product, pricing, and service inquiries.
• Support community engagement during campaigns, launches, and live events, including evening and weekend coverage when required.
• Track audience sentiment and flag trends, viral moments, or emerging issues to the team.
• Contribute insights from community conversations to improve content strategy.

Required Experience

Candidates should possess 0-1 years of experience in social media moderation or a related field. This role is suitable for individuals looking to develop their career in community management within a dynamic agency environment.

Desired Personal Attributes

• Patient, empathetic, and customer-focused mindset.
• Quick thinker with sound judgment on when to respond and when to escalate.
• Highly responsive, organized, and comfortable managing multiple accounts simultaneously.
• Flexible with working hours to cover peak engagement times, campaigns, and events.
• Discreet and professional when handling sensitive brand or customer information.

Work Location and Type

This is a full-time position based in the Makkah region, serving clients in cities such as Jeddah and Makkah. The role requires collaboration with internal teams and external client stakeholders in a fast-paced agency setting.