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COMMUNITY MODERATOR

XTN-B6FE593

City
NA, Philippines
Schedule
Office Location
OFFSITE

Make your next big career move by applying as KMC Solutions' next COMMUNITY MODERATOR

Zoom is an award-winning workplace. We have been recognized by Comparably and Glassdoor as #1 CEO, Company Happiness, Benefits, Compensation, Diversity, and more! Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and our customers.
 
We are searching for a self-motivated and dynamic individual to join our team as a Social Media Manager - Customer Support. In this role, you will play a pivotal role in delivering outstanding support to our global customer base through our primary social media channels. We're looking for an ideal candidate who is collaborative, highly sociable, a natural problem-solver, and eager to learn. This entry-level position will collaborate closely with the Zoom Social Media and Community team to ensure rapid and effective responses to customer support conversations across various social media platforms. Our ultimate goal is to provide the best possible experience to our customers, regardless of how they choose to interact with us.

About the Role:

We’re looking for a Community Moderator to join the Zoom Community and Web Experience team. In this role, you’ll support a vibrant customer support community, helping Zoom customers collaborate, learn, and problem-solve. You’ll moderate community conversations to ensure every question is answered, guidelines are followed, and our members have a positive, engaging experience.
 
The ideal candidate thrives in a fast-paced, energetic environment, has prior community moderation and customer support experience, and is passionate about fostering happy, engaged community members.
 
At Zoom, our community is at the heart of everything we do. As a Community Moderator, you’ll help create an engaging, supportive environment where customers feel heard, supported, and empowered. Your work will directly contribute to the success of our customers and the growth of our vibrant Zoom Community.

On top of your salary, here are the exciting benefits you can look forward to:

  • Work from the comfort of your own home
  • Comprehensive healthcare benefit for you and your dependents
  • Mental wellbeing programs for you and your dependents
  • Competitive time off and vacation policy
  • Thriving workplace culture centered on caring, diversity, and inclusion

The main responsibilities of a COMMUNITY MODERATOR include:

  • Respond promptly and accurately to customer support inquiries in the Zoom Community, both technical and non-technical.
  • Monitor community activity, ensure questions are answered, and uphold community guidelines.
  • Facilitate conversations between members to drive collaboration and first-contact resolution.
  • Assist in creating and refining moderator processes for responding to inquiries.
  • Support and nurture a network of community champions focused on helping, mentoring, and collaborating with fellow Zoom users.
  • Collaborate with cross-functional teams including Customer Support, Social Media, Billing, Product Management, and Engineering.
  • Promote community adoption through creative marketing, gamification, and engagement initiatives.
  • Stay aware of trending customer issues on social media channels (LinkedIn, X, Facebook, Instagram, Reddit) to inform community support.

To apply, you must be an expert on the following requirements:

  • A minimum of 2 years experience in a customer-facing role; technical support or customer community experience is preferred.
  • Previous experience with community platforms (Gainsight, Khoros, Salesforce Communities, or similar) is required.
  • Familiarity with social media/community management tools (Khoros Care, Hootsuite, etc.) is a plus.
  • Experience with customer support management tools (ServiceNow, Zendesk, Salesforce, etc.) is desirable.
  • Prior experience with Zoom or other video/communications platforms is a plus.
  • Fluent in English with strong written communication skills.
  • Ability to quickly adapt to a fast-changing technology landscape.
  • Strong organizational and time management skills.
  • Ability to work independently and collaboratively within a team environment.
  • Must be available to work the assigned night shift / US working hours.

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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