Job Description: Social Media Moderator

Employment Type: Full-time Location Type: Remote (commutable distance to Dublin or Windsor office required) Requirement: Must currently reside in the UK. Sponsorship is not provided for this position.

Company Description

Neilson Financial Services, through its innovative marketing hub ThinkBait, is a leading provider of life insurance products. We aim to offer straightforward life insurance solutions to families, helping them put financial protection in place for their loved ones.

With a global presence spanning the USA, Canada, Ireland, the UK, and Australia, and our head office based in Windsor, we pride ourselves on attracting top talent. Our in-house digital marketing agency, Thinkbait, is based in Dublin, Ireland. We are committed to delivering a comprehensive range of innovative products and exemplary customer service, as evidenced by our Feefo Trusted Merchant Gold Award.

Position Overview

ThinkBait is seeking a skilled Social Media Moderator to manage and enhance our online presence for various life insurance brands across multiple markets (UK, Canada, and future markets). This role is crucial for ensuring our online communities are safe, engaging, and aligned with our brand voice, fostering trust and building relationships with our audiences.

Key Responsibilities

• Moderate Online Communities: Actively monitor comments, questions, and direct messages across multiple social platforms (Facebook, Instagram, Twitter, etc.), ensuring timely and brand-aligned responses.
• Customer Engagement: Respond to customer queries and comments professionally and empathetically, providing necessary information or directing them to appropriate resources.
• Escalation Management: Identify, document, and escalate critical issues or negative sentiment to the Social Media Lead and customer service teams.
• Maintain Brand Consistency: Ensure all engagements reflect brand values and personality across all life insurance brands.
• Content Moderation: Flag inappropriate or irrelevant comments/posts to maintain a positive and welcoming environment on all brand pages.
• Reporting: Track and report engagement metrics, highlight trends or concerns, and suggest improvements for customer interaction.
• Collaboration: Work closely with marketing, creative, and brand teams to align social media content with campaign goals and customer expectations.

Qualifications

• Experience: Previous experience in social media moderation, community management, or a customer service role.
• Strong Communication Skills: Excellent written communication skills with the ability to adapt tone and style for different audiences and platforms.
• Problem-Solving Mindset: Ability to quickly resolve issues and de-escalate potential conflicts on social platforms.
• Familiarity with Tools: Experience using social media platforms and moderation tools (e.g., Sprout Social, Hootsuite) is a plus.
• Adaptability: Comfortable working across multiple markets, understanding cultural nuances and tone differences for audiences in the UK, Canada, and future markets.
• Customer-Focused: A genuine desire to provide excellent customer service.