Zoom is an award-winning workplace. We have been recognized by Comparably and Glassdoor as #1 CEO, Company Happiness, Benefits, Compensation, Diversity, and more! Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and our customers. We are searching for a self-motivated and dynamic individual to join our team as a Community and Social Media Moderator - Customer Support. In this role, you will play a pivotal role in delivering outstanding support to our global customer base through both our primary social media channels and the Zoom Community. We're looking for an ideal candidate who is collaborative, highly sociable, a natural problem-solver, and eager to learn. This entry-level position will collaborate closely with the Zoom Social Media and Community team to ensure rapid and effective responses to customer support conversations across various social media platforms and the Zoom Community. Our ultimate goal is to provide the best possible experience to our customers, regardless of how they choose to interact with us. The main responsibilities of a Community and Social Media Moderator - Customer Support include: Managing customer support inquiries on our primary social media platforms, including Twitter, LinkedIn, Facebook, Instagram, TikTok, and other social channels or review websites Assisting with daily community spam moderation, handling of inappropriate content, content cleanup, answering customer questions, and interacting with our community champions. Deliver ing timely and accurate responses to customer support inquiries, addressing both technical and non-technical issues Providing first contact resolution of customer issues, technical and tactical support for complex customer problems, as well as high-value projects and initiatives, following strict company policies Assisting in creating new processes and tools aimed at expediting our support processes. Cultivating relationships with various organizations, including customer support and services, product development, sales, billing, training, and more Play inga key role in creating and validating processes for responding to customer inquiries Working alongside the brand/marketing teams to support brand adoption through company events, creative marketing initiatives, partner programs, and other adoption programs To apply, you must be an expert on the following requirements: 1-3 years of experience in a customer-facing role, with a preference for those who have supported customer inquiries in a technical environment Fluency in English, and proficiency in multiple languages is a plus Must be able to work US time zone shift (8:00am - 5:00pm PST) Strong written communication skills. A genuine passion for social media, community, online forums, technology, and popular culture, along with an understanding of existing and emerging US cultural trends. Previous experience with social media management tools such as Sprinklr, Sprout, Khoros Care, or related technology platforms is a plus. Prior experience with Zoom or other industry-leading customer video collaboration platforms is an advantage. Previous experience with customer support management tools such as Zendesk or ServiceNow is highly desirable. Ability to quickly adapt to a rapidly changing technology landscape. Strong organizational and time management skills. Flexibility to work on social media and/or community, where platform coverage might change daily. An ability to work effectively both individually and in a team environment. Capable of working during the night shift or within US working hours, as well as on Philippine holidays. The successful candidate must submit the following pre-employment requirements: Scanned copy of valid NBI Clearance Accomplished Medical or PEME Slip (covered by KMC) 2x2 & Half body picture with white background Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth). Photocopy of 2 valid IDs - front & back (government-issued) Clear copy of your Birth Certificate (PSA or NSO) Accomplished HR Forms & Promissory Note (will be provided by KMC's Onboarding Team) Click to view the complete list of KMC's pre-employment requirements. KMC Careers If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you! We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles. KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion. Work with Us. Grow with Us. KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move. Our Culture At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals. We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners. Life within KMC: Work Hard Party Harder At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem. We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!