Social Moderator at Major League Baseball - MLB

Title: Social Moderator (Seasonal)

• Location: Remote

Major League Baseball (MLB) is seeking a Social Moderator to interact with and assist customers using social media and web chat. The ideal candidate needs to be tech savvy and have great communication and writing abilities. This individual should be a positive, outgoing and energetic to cheerlead and promote our brand. Duties include responding to support inquiries on social media, identifying trends and potential issues. Communicate any service changes or disruptions in a tactful manner. Questions will range from general service and subscription inquiries to technical troubleshooting. This is a seasonal position, must be available to work weekdays, weeknights, and weekends.

Social Media Responsibilities:

• Craft support content with an emphasis on customer care.
• Develop and follow established guidelines.
• Answer general and technical questions regarding MLB supported digital products.
• Help users troubleshoot basic technical issues in real-time.
• Manage any negative comments with positive responses and helpful information. Moderate discussions to promote constructive criticism.
• Escalate issues to the proper internal groups.
• Generate reports summarizing activity on social media interactions, trends, and key issues.

Desired Skills:

• Strong communication skills in order to help and instruct users on social media.
• Experience writing, editing, and crafting content in the social media space using company voice and following established guidelines.
• Positive personality and good interpersonal skills with the ability to maintain a pleasant disposition when faced with negative feedback or customer complaints.
• The ability to learn and remember technical instructions on short notice.
• Knowledgeable in the use of streaming applications and social platforms.

Requirements:

• One to two years of Customer Service experience with a focus on technology.
• One to two years of promotional or support social media experience.
• College degree with a focus on IT, and/or communication preferred.
• Familiarity with social media support strategies.
• Knowledgeable in the use and configurations of Internet Explorer, Firefox, Google Chrome, Safari.
• Knowledge of Windows, Macintosh, Android, and iOS operating systems.
• Experience with set-top streaming devices, game consoles, mobile devices and tablets.

All in-office and ballpark-based positions are subject to MLB’s mandatory Covid-19 vaccine policy