Social Media Moderator

Job Description

Hulu is seeking a Social Media Moderator who will be an exceptional addition to our Viewer Experience team. As a Social Media Moderator at Hulu, you will be the first point of support contact for viewers through Facebook and Twitter, as well as a critical brand ambassador. The right person for this role is enthusiastic about addressing our customers' needs, social media savvy, and ready to take on new challenges. If you are someone who enjoys delivering best-in-class customer service via social channels, then this is a great role for you.
WHAT YOU'LL DO
• Assist viewers through Twitter and Facebook with inquiries about account management, billing issues, content and site and application navigation
• Relay expert-level knowledge of the Hulu service and products to users in an easy-to-digest way
• Communicate user feedback and blocking issues to Resolution Specialists with detail and precision
• Strive to meet the team and company-wide performance goals
• Identify and communicate trends and improvements to the social media team to help drive business
• Communicate real-time device and technology issues to developers and engineers
• Exude real empathy and passion for our users and our product
• Think outside of the box to find creative compromises and solutions
• Communicate effectively and professionally with others at all levels
• Blaze forward independently but work well with your teammates

WHAT TO BRING
• 2 or more years of experience in customer service and/or retail
• 6 months or more experience managing social communications channels
• Experience speaking on behalf of a company, or publicly to a large audience
• Excellent communication (written, oral, interpersonal), grammar, and analytical skills
• Have a positive, can-do attitude. You're flexible and have no problem quickly switching gears to better accommodate the needs of our viewers or our team
• Value accountability across the board and take ownership of issues from start to finish
• The ability to thrive in a fast-paced environment and stay calm under pressure
• Strong attention to detail
• You have a growth mindset and see change as an opportunity
• High school graduate

NICE-TO-HAVES
• BS/ BA degree or relevant professional experience preferred
• Fluent in both Spanish and English, written and spoken
• Proficiency in the following tools: Microsoft Outlook, JIRA, Salesforce
• A passion for entertainment, TV, and technology industries

Jobcode: Reference SBJ-gkwvb8-18-119-253-93-42 in your application.