Social Media Comment Moderator (Contract) – Ziplines Education

Ziplines Education is a category-leading education company that partners with universities to deliver industry-focused certificate courses, preparing professionals for today’s digital-first workforce. With **92% of learners recommending our programs** and a consistently excellent net promoter score, we empower adult learners to confidently advance their careers.

What You’ll Do

• Own comment moderation and response across all active partner ad campaigns.

• Answer prospect questions using established response conventions and each partner’s unique brand voice.

• Route operational, policy, and dynamic questions to the appropriate internal teams.

• Make critical judgment calls on what to hide, leave alone, or escalate—balancing brand reputation with organic engagement.

• Identify emerging trends, such as sudden question spikes, confusing ad creatives, or unusual partner attention.

• Maintain detailed, clean, and consistent post tagging to support accurate reporting.

• Help refine the response playbook by flagging gaps and recognizing new opportunities.

About You

You thrive in roles requiring:

• Restraint: Follow established house styles even when your instincts lean toward creativity.

• Consistency: Ensure the same question receives the same answer across all profiles.

• Comfort with ambiguity: Prefer clarity and precision—e.g., saying “checking” instead of guessing on financial aid.

• Sharp judgment: Differentiate between venting commenters and genuine issues, responding appropriately.

• Reliability: Trustworthy, responsive within **2–4 hours**, clear communication, and independent work ethic.

• Care: Treat partner brand voices with the same respect you’d want for your own.

Preferred Qualifications

• Prior experience in social or community moderation, ideally on paid social platforms.

• Familiarity with moderation platforms like NapCat, Sprout, Hootsuite, Agorapulse, or Khoros.

• Spreadsheet fluency and strong tagging discipline.

• Interest in higher education, workforce development, or edtech is a plus.