COMMUNITY MODERATOR

Introduction 

Greenpark's continued success is built upon the quality of the assets we deliver.  

Our clients trust us because we deliver top quality work efficiently, to budget and on time, with a positive attitude and the tenacity it takes to make great work happen. Great content is the common goal that fuels us all.   

Our ambition is to be engaged across every aspect of our clients' business where we have the expertise and skills to such an extent that we become indispensable to them.  

This role description is not a box that you are put in. It is a definition of your core responsibilities. In a company like ours, you are encouraged and expected to contribute to many wider issues.   

Why The Role Exists 

To ensure brand-safe, positive, and engaging online communities across GPC client platforms 

To support the delivery of high-quality community experiences through active moderation and engagement 

To work effectively within Greenpark’s social and community management processes 

To manage day-to-day moderation operations and help maintain best practices across community projects 

What The Role Covers 

Day-to-day moderation of assigned GPC client communities and social channels 

Monitoring conversations, comments, messages, and posts to ensure adherence to brand and platform guidelines 

Supporting Community Managers and Social teams in executing community and engagement strategies 

Contribute to overall community quality and health through, but not limited to, response timeliness, moderation accuracy, escalation accuracy, and maintenance of stable community sentiment. 

Reporting and Communication Structure
 

This role reports to and supports the Community Manager and/or Social Lead in the agency. 

Responsibilities 

Monitor and moderate social media channels, community platforms, forums, and groups to ensure respectful, on-brand, and policy-compliant conversations. 

Review, approve, hide, escalate, or remove posts and comments based on moderation and escalation guidelines. 

Respond to basic community inquiries, comments, and messages in a timely, professional, and on-brand manner. 

Escalate sensitive issues, complaints, potential crises, and technical concerns to the Community Manager or relevant internal teams. 

Surface recurring conversation themes, audience needs, and emotional sentiment signals to inform content and engagement optimization. 

Support the execution of always-on community engagement activities and campaigns, including but not limited to live community experiences such as AMAs, group sessions, or events through facilitation, moderation, and participant management. 

Work closely with Social, Creative, and Client Services teams to flag insights from the community that can inform content, campaigns, and strategy. 

Assist in maintaining community moderation guides, FAQs, and response templates. 

Monitor community sentiment and help compile regular moderation and engagement reports. 

Actively participate in sharing learnings and best practices on community management and moderation. 

Support the wider social media and community team with other tasks when necessary.