Job Description
We are seeking a proactive and engaging Community Moderator to manage and nurture our online communities on Discord and Telegram. This role involves fostering a positive environment, addressing user inquiries, and ensuring accurate information dissemination while aligning closely with our Customer Support team.
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.
