ModSquad

Community Manager

• Manage and respond to community members across social platforms using native and third-party tools
• Brainstorm, plan, and execute content calendars, engagement scripts, and community growth strategies
• Track and report KPIs; build performance reports that surface trends, insights, and opportunities for the client
• Collaborate daily with clients and internal team members
• Handle community escalations, crises, or sensitive interactions with professionalism and sound judgment
• Apply familiarity with GDPR, HIPAA, PII, and Trust & Safety standards to all client interactions

Customer Support

• Assist and guide customers to the right answers
• Solve concerns
• Help customers optimize the best use of a client's product or services

Customer Support Specialist

Project Manager

• Support the Project Manager in executing daily operations for social media moderation and community management projects.
• Assist in onboarding/offboarding moderators, leads, and contractors across diverse platforms and communities.
• Help manage real-time coverage needs, shift scheduling, and Mod grouping based on engagement trends and project forecasts.
• Monitor Slack and other project communications to provide real-time support to moderators and flag/escalate issues as needed.
• Maintain detailed documentation, including schedules, SOPs, escalation logs, and project compliance trackers.
• Track daily performance metrics, productivity data, and QA outcomes to support project health and insights.
• Assist with enforcing brand voice, tone, and platform-specific moderation rules across multiple platforms.
• Proactively flag trends, sentiment shifts, or engagement anomalies to PMs and clients.
• Conduct QA reviews and shadowing sessions to assess performance and consistency.

Assistant Project Manager

• Assist customers with platform navigation and troubleshooting technical issues
• Respond to customer inquiries via inbound messages in both Vietnamese and English
• Ensure customers have the best possible listening experience

Bilingual Customer Support – Vietnamese/English

• Provide inbound phone support to customers during times when insurance agents are unavailable
• Help ensure a smooth and consistent customer experience

Customer Support – Inbound Phone Calls – Insurance Tool

• Provide customer support via inbound messages in Dutch and English
• Help customers navigate the music streaming platform
• Troubleshoot technical issues for an optimal listening experience
• Complete language assessments in Dutch and English as part of the application process

Bilingual Customer Support, Dutch/English – Music Streaming

• Assist and guide customers to the right answers
• Solve concerns and are the GPS for customers to understand and optimize the best use of a client's product or services