Senior Social Media Moderation Specialist-2

Location: Franklin, TN | Full-time | Bachelor's degree required | No sponsorship available

About the role

The Social Media Customer Experience (SMCX) Senior Moderation Specialist assists the management team in organizing, planning, and implementing strategy while boosting department productivity. This role provides effective customer service across social media platforms by utilizing exceptional writing and research skills and in-depth knowledge of the Nissan and INFINITI brands.

Responsibilities

• Respond to and review a high volume of social media engagements on Facebook, Twitter/X, Instagram, YouTube, and TikTok with appropriate care and awareness of relevant corporate policies and messaging requirements.
• Assist management in maintaining strong KPIs both individually and at the team level, meeting or exceeding Quality, Response Time, and Volume KPIs as established at the Senior level.
• Assist with the onboarding and training of new employees.
• Maintain all duties from the Moderator (Specialist) role, including:
  • Master and effectively utilize Sprinklr, serving as a subject matter expert for the team.
  • Maintain knowledge and proper usage techniques of Salesforce.
  • Make quick and educated decisions to rectify complaints and conflict, escalating urgent concerns to the Team Lead.
• Assist the Social Media Reporting Planner and Manager in compiling Voice of Customer trends for time-sensitive reporting requests.
• If currently on the SMCX Team, maintain or exceed KPI Performance thresholds for at least nine (6) months of employment (KPIs include Engagement Rate, Volume Distribution, Quality, and Response Time).
• Maintain ownership of 2-3 special projects and represent the team at select cross-functional meetings.
• Stay knowledgeable on the latest industry trends, tools, and best practices.
• Mentor Moderation Specialists to assist in their professional development.

Requirements

• BA/BS in Business Administration, Marketing, or Communications.
• If not currently on the SMCX Team, at least one (1) year of relative experience in social media or marketing and must pass a live writing test.
• Proficiency in MS Applications such as Excel, Word, PowerPoint, and Outlook.
• Excellent writing, editing, presentation, and verbal communication skills.
• Proven experience leveraging Sprinklr for social media customer engagement and reporting (critical requirement).
• Highly knowledgeable in all Salesforce features and functionalities.
• Ability to perform work onsite at Nissan HQ, Franklin, TN.

Benefits

• Career Growth and Continuous Learning Opportunities: Diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance skills through seminars, leadership training, and tuition reimbursement programs.
• Comprehensive Benefits Package: Medical, mental health, parental leave, retirement savings, and unique Nissan perks, including discounts on lease vehicles (Employee Lease Program) and a Vehicle Purchase Program (VPP).