Senior Social Media Moderation Specialist-2

Location(s): Franklin, TN

Job Schedule: Full-time

Education Requirement: Bachelor’s

Sponsorship: No

Come Drive Innovation with Us. We are currently looking for a Senior Social Media Moderations Specialist 2 to join our team in Franklin, TN.  The Social Media Customer Experience (SMCX) Senior Moderation Specialist is responsible for assisting the management team in organizing, planning, and implementing strategy while boosting department productivity. Their role will be responsible for providing effective customer service across Social Media Platforms by utilizing their exceptional writing and research skills and in-depth knowledge of the Nissan and INFINITI brands.

The responsibilities listed are not intended to be an exhaustive list of all duties for this role. Additional tasks may be assigned, as needed, to support business objectives.

• Respond and review a high volume of social media engagements on Facebook, Twitter/X, Instagram, YouTube and TikTok with the appropriate care and awareness of relevant corporate policies and messaging requirements.
• Assist Management in maintaining strong KPIs both individually and at team level.
  • Meet or exceed Quality, Response Time and Volume KPIs as established at the Senior level.
  • Assist with the onboarding and training of new employees.
• Maintain all duties from Moderator (Specialist) role including:
  • Master and effectively utilize Sprinklr, serve as a subject matter expert for the team, maintain knowledge and proper usage techniques of Salesforce, make quick and educated decisions to rectify complaints and conflict, and escalate urgent concerns to Team Lead.
• Assist Social Media Reporting Planner and Manager in compiling Voice of Customer trends to be included in time-sensitive reporting requests.
• If currently on the SMCX Team, then must have maintained/exceeded KPI Performance thresholds for at least nine (6) months of employment. KPIs include Engagement Rate, Volume Distribution, Quality and Response Time.
• Maintain ownership of 2-3 special projects and represent the team at select cross-functional meetings.
• Stay knowledgeable on the latest industry trends, tools, and best practices.
• Mentor Moderation Specialists to assist in their professional development.
• Respond and review a high volume of social media engagements on Facebook, Twitter/X, Instagram, YouTube and TikTok with the appropriate care and awareness of relevant corporate policies and messaging requirements.
• Assist Management in maintaining strong KPIs both individually and at team level.
  • Meet or exceed Quality, Response Time and Volume KPIs as established at the Senior level.
  • Assist with the onboarding and training of new employees.
• Maintain all duties from Moderator (Specialist) role including:
  • Master and effectively utilize Sprinklr, serve as a subject matter expert for the team, maintain knowledge and proper usage techniques of Salesforce, make quick and educated decisions to rectify complaints and conflict, and escalate urgent concerns to Team Lead.
• Assist Social Media Reporting Planner and Manager in compiling Voice of Customer trends to be included in time-sensitive reporting requests.
• If currently on the SMCX Team, then must have maintained/exceeded KPI Performance thresholds for at least nine (6) months of employment. KPIs include Engagement Rate, Volume Distribution, Quality and Response Time.
• Maintain ownership of 2-3 special projects and represent the team at select cross-functional meetings.
• Stay knowledgeable on the latest industry trends, tools, and best practices.
• Mentor Moderation Specialists to assist in their professional development.

• Education requirements: BA / BS in Business Administration, Marketing or Communications.
• If not currently on the SMCX Team, then MUST have at least one (1) year of relative experience in social media or marketing AND MUST PASS A LIVE WRITING TEST.
• Proficiency in MS Applications such as Excel, Word, PowerPoint, and Outlook.
• Excellent writing, editing, presentation, and verbal communication skills.
• Proven experience leveraging Sprinklr for social media customer engagement, and reporting is a critical requirement for this position.
• Highly knowledgeable in all Salesforce features and functionalities.
• Ability to perform work onsite at Nissan HQ, Franklin, TN.

People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team.  When everyone belongs, the power of NISSAN is undeniable.  Our Corporate Diversity Initiative aims to improve business results by ensuring that our workplace and core businesses meet the unique needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard.  We have over 10 Business Synergy Teams (BSTs) across the U.S. and Canada that connect employees – with shared characteristics or interests – build allies, and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in all areas of our business as we strive to mirror the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products and communicating from a diverse perspective which will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to diversity and inclusion into the future.