Moderator at GRVT

Job Description

Key Responsibilities

• Community Engagement: Actively moderate and manage conversations in Discord and Telegram to foster a welcoming and professional community.
• Customer Support Alignment: Learn from and be managed by the GRVT Customer Service team to understand common issues, product features, and solutions.
• Content Moderation: Enforce community guidelines, removing spam, inappropriate content, and disruptive users as needed.
• Escalation Management: Understand GRVT’s escalation Standard Operating Procedure (SOP) and escalate unresolved or critical issues appropriately.
• Knowledge Sharing: Stay updated on GRVT’s product updates, campaigns, and events to inform and educate the community.

Detailed Tasks

• Respond promptly to user questions, concerns, and feedback, ensuring accurate information is provided.
• Create engaging posts, polls, and activities to boost community participation.
• Align with the Customer Service team to stay informed of updates and policies, ensuring consistent community communication.
• Monitor channels for feedback, reporting recurring issues to the relevant teams.
• Identify and escalate unresolved or critical issues to the appropriate channels via Slack.
• Share FAQs, guides, and educational resources within the community.

Job Requirements

• Proven experience in community moderation or customer support, preferably in Discord and Telegram environments.
• Strong communication skills with the ability to engage and manage diverse online communities.
• Ability to learn quickly and stay updated on product features, policies, and updates.
• Experience in content moderation, including enforcing guidelines and handling disruptive behavior.
• Familiarity with escalation procedures and ability to manage critical issues effectively.
• Passion for educating and supporting community members through FAQs, guides, and resources.