Social Media Customer Experience Moderation Agent

Location: Franklin, TN

Position: Social Media Customer Experience Moderation Agent

Work Schedule: Remote Mon & Fri, in office Tue‑Thu 8am‑5pm

Pay: $24.00 per hour

The Social Media Customer Experience (SMCX) Moderation Specialist provides effective customer service across Nissan‑owned social media platforms (Facebook, Twitter/X, Instagram, etc.) by utilizing writing, research skills, and in‑depth knowledge of the Nissan and INFINITI brands.

• Respond to a high volume of customer posts on Facebook, Twitter/X, Instagram, etc. with appropriate care and awareness of corporate policies and messaging requirements.
• Effectively utilize Nissan’s social media moderation tools to manage daily engagement.
• Enter relevant information regarding customer inquiries into Nissan’s logging and tracking system (Salesforce) to elevate issues to the Consumer Affairs team.
• Assess customer concerns and provide quick, educated decisions to rectify complaints and conflicts through well‑crafted public and private responses.
• Escalate urgent concerns to the Team Lead following established procedures and communicate findings with actionable recommendations.
• Assist the Social Media Analyst and Manager of SMCX to compile Voice of Customer trends for time‑sensitive, ad‑hoc reports.
• Assist the Manager with special projects impacting sales, marketing, and overall customer experience.
• Stay knowledgeable of the latest industry trends, tools, and best practices.

• Excellent writing, editing, presentation, and verbal communication skills.
• Proficiency in MS Office (Excel, Word, PowerPoint).
• Working knowledge of  Service Cloud and its features.
• Experience with social media reporting and analytics platforms such as Sprinklr.
• Ability to deal with ambiguity and manage change.
• Passion for digital trends, technology, and innovation.
• Analytical skills to understand and analyze social data and translate insights into measurable results.
• Strong familiarity with social media customer service and moderation.
• High‑level experience with Facebook, Instagram, Twitter/X, You Tube, and other platforms.
• Solid research skills.
• Outstanding, cooperative attitude supporting a team environment.

• BA / BS in Business Administration, Marketing, or Communications.
• At least 1 year of customer service, marketing, or corporate communications experience; prior experience in social media, marketing, or customer interaction via Facebook and Twitter/X preferred.

• Weekly Pay
• 16 paid holidays
• 2 weeks paid time off (accumulated)
• Enhanced medical benefits
• Kelly Perks – Discount Program

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce.

Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E‑Verify and will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the U.S.