The Social Community Moderator engages with users across social platforms, assists with inquiries, and fosters positive conversations while ensuring brand consistency.
The Krazy Coupon Lady (KCL) is a female-founder-owned publisher on a mission to be a shopping non-negotiable, unapologetically helping our readers maximize their money, and seize the deal. Our team of shopping experts curates and hand-tests nearly a thousand deals per week, so there is always something new to discover each time you visit our website, app, and your inbox.
You may have noticed that our headquarters are in Boise, ID, but our workforce is fully remote in the following states: Arkansas, Colorado, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Minnesota, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, South Dakota, Texas, Utah, Virginia, or Wisconsin. All team-wide meetings are scheduled to be inclusive of U.S. time zones.
We’re seeking a Social Community Moderator to actively engage with our users across all social platforms, as well as KCL’s app and website. In this role, you’ll respond to comments and messages, share KCL deal content, answer couponing and shopping questions, and help keep conversations positive and on-brand. You’ll flag technical issues and assist users with troubleshooting, while also keeping a pulse on community feedback and sharing insights with internal teams to help improve the overall KCL experience. This position is ideal for someone who lives and breathes smart shopping, loves helping others, and thrives in a fast-paced digital environment. You’ll work closely with the Facebook & Community Senior Manager to foster meaningful conversations that grow and support our community, strengthen engagement across platforms, and surface insights that help improve the overall KCL experience.
In This Role, You Will
- Reply to user emails, direct messages, and in-app messages through our omnichannel customer service software, ticketing issues as needed for tracking.
- Engage with the KCL community and moderate across social platforms (Facebook, Instagram, TikTok, YouTube) by responding to comments, DMs, and discussions.
- Assist users with all inquiries ranging from couponing to general questions and some tech issues; sharing deals and relaying expert knowledge around couponing and shopping tips in a concise and friendly way.
- Review and reply to in-product (app/web) comments to ensure consistent, supportive communication.
- Cross-engage with brands and creators on social media to grow KCL’s presence and build community connections.
- Submit tickets using project and issue-tracking software for app or website issues impacting users.
- Communicate user trends, engagement opportunities, and platform issues to internal teamsShare couponing knowledge, shopping tips, and deals with our community in a clear, friendly, and approachable way.
- Ensure all interactions reflect KCL’s brand voice and maintain a high level of professionalism and positivity.
About you:
- A deal hunter at heart — you love finding the best discounts and sharing them with the community.
- In tune with social media trends and best practices, with experience engaging users on platforms like Facebook and Instagram.
- Solutions-oriented and comfortable troubleshooting, solving problems, and keeping interactions positive.A fast, clear, and engaging writer who balances speed with accuracy in a high-volume environment.
- Detail-oriented, adaptable, and able to work independently while collaborating with a fast-moving team.
- Self-motivated, accountable, and passionate about creating a great experience for our community.
Qualifications:
- 1+ years experience in community management, customer support, or a related field.
- Experience using customer support tools (e.g., Freshdesk, Zendesk, Meta) to manage inquiries and tickets.
- Strong writing skills with the ability to communicate clearly, concisely, and professionally.
- Solutions-oriented with excellent problem-solving and analytical skills.
- Passion for deals, smart shopping, and helping people save money.
- Detail-oriented, organized, and able to manage multiple tasks in a fast-paced environment.
- Comfortable working independently while collaborating with a team.
- Knowledge of Facebook, Instagram, TikTok, and YouTube best practices and trends.
Assignment:
- Question 1: A user emails and asks ‘how to coupon at CVS’. How would you respond?
- Question 2: A user comments ‘Your app keeps crashing and it’s really annoying’. How would you respond
- Question 3: A user comments ‘The Amazon coupon didn’t work’. How would you respond?
- Question 4: A user comments complaining about the quality or experience with the deal. How would you respond?
- Question 5: A user comments ‘I’m looking for a deal on a vacuum cleaner’. How would you respond?
Physical Requirements:
- Reaching: Extending hand(s) and arm(s) in any direction.
- Use of Fingers: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
- Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips
- Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
- Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
- Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.
- The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
- The worker is required to have visual acuity to determine the accuracy, neatness, and thoroughness of the work assigned.
About KCL
With our roots in Boise, ID, we’ve grown into a remote company with employees located across the United States. We’re a team focused on hard work, humility, and transparency. We believe in the power of community and the magic of friendship that created KCL so, for us, everything we do is people-first.
KCL values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. KCL is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. By completing that application process, someone from our organization will reach out to you to learn more.
KCL participates in E-Verify:Notice of Participation in E-Verify (Notice in Spanish);Notice of Right To Work: E-Verify (Notice in Spanish)
Top Skills
Freshdesk
Meta
Zendesk
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