Social Media Moderator (Contract)

About the role

About Ziplines Ziplines Education is a category-leading education company that partners with universities to deliver industry-focused certificate courses that prepare professionals for today’s digital-first workforce. Each year, we have the opportunity to help thousands of career advancers build the knowledge, skills, and credentials they need to move their careers forward. 92% of learners would recommend our programs, and our net promoter score is consistently in the excellent range. Together, we empower adult learners to confidently pursue the career they’ve always wanted.

Responsibilities

• Own comment moderation and response across all active partner ad campaigns.
• Answer prospect questions using established response conventions and each partner’s voice.
• Route operational, policy, and other dynamic questions to the appropriate team.
• Make the judgment calls about what to hide, what to leave alone, and what to escalate — protecting the partner brand's reputation without suppressing normal engagement.
• Spot and flag emerging trends: a question suddenly spiking, an ad creative causing confusion, or a partner getting unusual attention.
• Be detailed in keeping post tagging clean and consistent to support accurate reporting.
• Help sharpen the response playbook over time by flagging gaps and recognizing new opportunities.

Requirements

You demonstrate the following qualities and characteristics:

• Restraint. You can follow a house style even when your instincts say to add your creative flair.
• Consistency. The same question gets the same answer, every time, across every profile.
• Comfort with ambiguity. You’d rather say “checking” than guess on something like financial aid.
• Sharp judgment. You can tell a venting commenter from a real problem and act accordingly.
• Reliability. Trustworthy. Responds within 2–4 hours, communicates clearly, and works independently.
• Care. You treat someone else’s brand voice with the same respect you’d want for your own.

Qualifications

Preferred Qualifications

• Prior social or community moderation experience, ideally on paid social.
• Comfort with a moderation platform (NapCat, Sprout, Hootsuite, Agorapulse, Khoros, or similar).
• Spreadsheet fluency and tagging discipline.
• Interest in higher ed, workforce development, or edtech is a plus.

Pay

$20–$24/hour.

Schedule

Approximately 12–16 hours per week. Remote, part-time contract engagement.

Ziplines core values: Focus on outcomes: Students come first — always. Be trustworthy: Deliver, be honest, and support the team. Be humble: We’re in this together. Be curious: Continuous learning drives innovation. Be you: Diverse thinking creates opportunity.