Community Moderator (Freelance)

Role & Responsibilities

• Actively moderate and respond to members comments and posts within the Samsung Members app in a timely and professional manner
• Ensure all responses strictly follow approved SOP, tone of voice, manner, and language guidelines
• Develop, maintain, and regularly update FAQ documentation based on recurring member questions and issues
• Provide accurate, empathetic, and human-centric responses to improve member satisfaction and engagement
• Identify trending topics, recurring issues, and potential risks within the community and escalate when necessary
• Support product launches, campaigns, and announcements by actively monitoring discussions and responding accordingly
• Coordinate with internal teams and clients to clarify issues and support resolution
• Ensure compliance with community guidelines, including handling inappropriate content or behavior appropriately
• Document member feedback, insights, and common pain points for internal reporting and continuous improvement
• Assist in refining response templates, macros, and moderation workflows to improve efficiency and quality

Requirements

• Bachelor's degree in any major
• Minimum 1 year of relevant working experience, preferably in community management, customer support, or moderation roles
• Basic data tracking and reporting (engagement, recurring issues, sentiment)
• Experience with community platforms, forums, or app-based moderation tools
• Ability to build and manage FAQ documentation and response guidelines
• Basic understanding of data analysis and reporting (metrics, sentiment, growth)
• Strong written communication with a friendly, empathetic, and human tone
• High attention to detail and consistency in responses
• Strong problem-solving and critical thinking skills
• Ability to handle complaints, negative feedback, and sensitive situations calmly
• Good time management and ability to handle high-volume conversations
• Willingness to learn and adapt to new products, features, and policies
• English proficiency: Intermediate to Advanced
• Microsoft Excel: Basic to Intermediate
• Willing to work on Freelance-based (full working hours)