About

Summary Social Media Comment Moderator — 2 hrs/day About Us: E-commerce company operating multiple Shopify stores across various product categories. Responsibilities: Monitor and reply to comments on our social channels (Facebook/Instagram) for multiple stores. Use brand-approved replies and SOPs to answer FAQs, pre-sale questions, shipping/status, and simple product inquiries. Hide/remove spam, offensive, or scam comments per guideline; escalate sensitive issues. Tag/route complex cases to our support team (e.g., order lookups, refunds, or delivery issues). Log common questions and feedback in a simple tracker to improve scripts/macros. Maintain a consistent brand voice and timely response within agreed SLAs. Requirements: 1+ year experience in community moderation or social media customer interaction. Excellent written English, clear and concise tone. Solid judgment for when to engage, hide, or escalate. Comfortable switching between multiple brands/accounts and following SOPs. Basic familiarity with Shopify product pages and common e-commerce terms. Preferred: Experience with e-commerce and cross-border customers. Familiarity with Meta Business Suite / TikTok comments inbox / YouTube Studio. Google Sheets or simple tracking tools. What We Offer: 2 hours per day (part-time, remote). Flexible schedule (split across the day is fine if it improves responsiveness). Growth opportunities. Budget: $3.50–$4.00/hour (hourly, Upwork)