Based in Beirut, the Freelance Social Media Moderator - AM shift is responsible for managing online communities of Mindshare MENA clients, most of which are large corporations in the Gulf. He/she will reply to all followers’ queries, address their complaints or concerns, and answer their questions as per the provided guidelines and templates. Advanced fluency in formal written Arabic is required as 90% of our communication on social platforms is in Arabic.

Working hours:

6 Days/week: 5 PM to 12 AM, + holidays.

Candidates unable to cover the above schedule will not be considered
Main duties:

Community management on platforms
Moderation and responding on behalf of clients
Complete moderation log after each shift
Complete complaints log when applicable (Extra)
Send screen grabs to client team of any issue on the profiles / Flag any query that has not been responded to by community management team within 24 hours
Respond to all customer service related queries within FAQ scope within 60 minutes
Respond to posts with natural comments where possible (i.e thanks for your comment)
Volume of accounts: Accounts are divided into customer service accounts and generic social media moderation accounts where by customer service is more intensive moderation, the ratio will be 90:10 in favor of social media moderation accounts.

The incumbent will report to the Director of Social & Performance based in Beirut. Given that this is a freelance position, the candidate will work remotely, and will come to Mindshare’s Beirut office once a month for a general meeting and briefing with the team.

Advanced fluency in formal written Arabic
Fluency in English
An interest in Social Media
Flexibility to cover additional working hours during holiday periods