Social Media Moderation Specialist

Harley-Davidson•Milwaukee, WI

25d•$51,900 - $78,000•Onsite

About The Position

Harley-Davidson is seeking a detail-oriented Community Specialist to support engagement and moderation across our global social media channels, including Facebook, Instagram, YouTube, LinkedIn, and TikTok. In this role, you will operate at the front line of the brand, interacting directly with riders and fans while helping protect and amplify the voice of one of the most iconic brands in the world. You will apply sound judgment to manage high-volume interactions, balancing engagement, customer care, moderation, and risk mitigation.

Requirements

Typically requires 3 years of experience in social media community management, moderation, or social customer care.
Experience working in high-volume, fast-paced environments
Strong written communication skills and attention to detail
Experience with moderation standards and social platform tools (e.g., Khoros, Sprinklr, Hootsuite)

Nice To Haves

Experience with Khoros Care
Background supporting global brands or highly engaged communities
Experience in automotive, lifestyle, or enthusiast-driven industries

Responsibilities

Manage high-volume social interactions across brand channels, delivering timely, accurate, and brand-aligned responses.
Monitor and moderate community content to ensure compliance with brand standards, community guidelines, and platform policies.
Evaluate inbound inquiries and community interactions, exercising independent judgment to determine appropriate response, escalation, or resolution paths.
Identify and remove spam, abusive, fraudulent, or guideline-violating content to maintain a safe and positive community environment.
Escalate complex, sensitive, or high-risk issues to appropriate internal partners in accordance with established protocols.
Monitor social channels to identify emerging customer concerns, engagement trends, and potential brand or reputational risks.
Maintain accurate tagging, case documentation, and workflow management within social engagement platforms (e.g., Khoros Care) to support reporting and operational effectiveness.
Collaborate with cross-functional teams to coordinate responses, resolve customer issues, and ensure consistent customer experience.
Share observations and recurring customer feedback with internal stakeholders to support continuous improvement of products, services, and customer communications.