As a Social Media Moderator, you will oversee customer communications on platforms including Instagram, Twitter/X, and Facebook. Your primary responsibility is to respond to inquiries, comments, and direct messages with clarity and professionalism, ensuring every interaction reflects the brand’s voice and service standards.
Key Responsibilities
- Monitor social channels continuously and reply to customer messages promptly and accurately
- Address complaints with empathy, guiding issues to resolution or escalating when necessary
- Identify urgent or sensitive situations and alert the appropriate internal teams
- Adhere to response time targets and quality benchmarks for all customer touchpoints
- Work closely with support, risk, payments, and technical teams to resolve complex cases
- Log all interactions in internal systems such as CRM or Zendesk to ensure continuity
- Manage app store reviews and public feedback with a consistent, professional approach
- Track patterns in customer concerns and share insights to support service improvements
Qualifications
- Proven experience in customer service or social media monitoring
- Fluency in both written Arabic and English
- Strong ability to de-escalate tense situations while maintaining professionalism
- Comfort using social platforms and support tools efficiently
- Skilled at managing multiple conversations in a fast-moving environment
Preferred Background
- Familiarity with fintech or buy-now-pay-later (BNPL) services is an advantage
Tools You’ll Use
Instagram, Twitter/X, Facebook, CRM systems, Zendesk
Work Location
This role is based at the New Cairo Office. Candidates must be located in or able to commute to this area.
