Platform Moderator

Moderator’s Role:

 Manage the day to day operational activities on the platform to make sure that response time, quality of work and activity and technical solutions can be solved immediately.
 Handle all inquiries received on the platform (50% IT; 50% Programmatic), assess the nature of the inquiries, measure the urgency and rank the priority.
 Coordinate with the IT development company (that is managing the platform) and with the programmatic operational teams (who are vetting and processing applications) and route respective incidents to concerned partners.
 Collect applications and check if all required documents were uploaded.
 Immediately solve/report all IT related issues that might pop-up while using the platform.
This might require interference after normal working hours.
 Document all incidents into the Lessons Learned Register and constantly update the scripts booklet including all FAQs and share it with the operational committee.
 Ensure that all activities on the platform are aligned perfectly with the Terms and Conditions and/or Code of Conduct agreed upon by all stakeholders.
 Manage the platform’s email/contact address and reply to all messages.
 Manage the platform’s dashboard and report daily, weekly and monthly status of applications (volunteers and entities) to the partners.

Requirements:

 IT Savvy
 Experienced in moderating an online community (website, social media platform, etc.)
 Enjoys orchestrating an online platform that focuses on volunteering
 Customer service oriented
 Quick problem solver
 Good reporting skills
 Fluent in English and Arabic
 Flexible to support outside working hours in case any IT problem is reported