Senior Social Media Moderator

About Blnk

blnk is a fintech company with a mission of enabling inclusion through point-of-sale financing. Less than 4% of Egyptians have access to credit cards and can only afford to purchase products/services with cash that they have saved or are forced to borrow from hard money lenders at high interest rates. We’re changing this by enabling all consumers to instantly receive credit within minutes at their favorite merchants.

Job Scope

Responsible for maintaining a positive online community by monitoring and engaging with user-generated content on social media platforms. The moderator ensures that all comments, messages, and posts align with the company's brand voice, policies, and community guidelines. They will also handle customer inquiries, manage online conversations, and report trends to help improve engagement strategies.

Key Responsibilities

• Monitor and respond to comments, messages, and inquiries in a timely and professional manner.
• Handle complex or sensitive cases and escalate when needed.
• Guide and support junior moderators.
• Ensure consistency in tone of voice and brand guidelines.
• Track, analyze, and report on common issues and audience feedback.
• Suggest improvements to moderation processes and customer experience.
  
  

Requirements

• 2-3 years of experience proven experience in social media moderation or customer support, previous experience in the same field is a plus.
• Strong communication and problem-solving skills.
• Ability to handle high-pressure situations professionally.
• Leadership or team support experience is a plus.
• Familiarity with social media tools and reporting.