Torchora
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Key Responsibilities and Required Skills for Feedback Moderator

💰 $45,000 - $65,000

Community ManagementCustomer SupportMarketingContent ModerationTrust & Safety

🎯 Role Definition

As a Feedback Moderator, you are the frontline guardian of our brand's online presence and the voice of our user community. You will be responsible for meticulously reviewing, analyzing, and responding to a high volume of user feedback across various platforms, including app stores, social media, forums, and review sites. Your primary objective is to foster a safe and constructive environment, enforce community guidelines, and distill actionable insights from user conversations. By identifying trends, escalating critical issues, and championing the user's perspective, you will directly influence product development, enhance customer satisfaction, and protect our brand's reputation.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Support Representative
  • Social Media Coordinator
  • Quality Assurance (QA) Tester

Advancement To:

  • Senior Community Manager
  • Trust & Safety Specialist
  • Product Feedback Analyst

Lateral Moves:

  • Social Media Manager
  • Customer Success Associate

Core Responsibilities

Primary Functions

  • Proactively monitor and moderate all user-generated content across our digital ecosystem, including app store reviews, community forums, social media comments, and third-party review sites.
  • Enforce community guidelines and terms of service with consistency, fairness, and sound judgment to ensure a safe, respectful, and constructive environment for all users.
  • Meticulously review, categorize, and tag incoming user feedback to accurately identify and track bugs, feature requests, usability issues, and overall user sentiment.
  • Craft and deliver timely, empathetic, and on-brand responses to user reviews and comments, aiming to resolve issues, build rapport, and demonstrate that we are listening.
  • Act as a first responder to escalate critical issues, security vulnerabilities, potential PR crises, or sensitive content to the appropriate internal teams, such as Trust & Safety, Legal, or Product.
  • Author and distribute regular, comprehensive reports on feedback volume, key themes, emerging trends, and overall community health to key stakeholders across the organization.
  • Collaborate closely with Product and Engineering teams to provide clear, data-backed insights derived from user feedback that can directly inform the product roadmap and prioritization.
  • Serve as the passionate advocate for our customers within the company, effectively communicating their needs, pain points, and desires in team meetings and feedback sessions.
  • De-escalate and mediate user disputes and conflicts within the community using tact, diplomacy, and strong problem-solving skills to find positive resolutions.
  • Maintain, update, and refine the moderation policies and community guidelines to adapt to the evolving needs of our product and user base.
  • Keep detailed and accurate records of moderation actions, user interactions, and issue escalations for quality assurance, training, and reporting purposes.
  • Identify, engage, and nurture relationships with community super-users and brand advocates to help foster a positive and self-sustaining community culture.
  • Conduct competitive analysis by monitoring competitor app reviews and community discussions to benchmark our performance and identify strategic opportunities or threats.
  • Assist in developing and refining the company's public-facing response strategies and tone of voice for a wide range of scenarios, from positive praise to critical feedback.
  • Become a power user of our moderation toolset and internal dashboards, leveraging technology to efficiently manage high volumes of incoming content and feedback.
  • Triage technical support issues discovered within feedback channels, gathering necessary details and routing them to the Customer Support team for resolution.
  • Diligently detect, document, and report instances of spam, fraudulent reviews, and coordinated malicious campaigns to maintain the integrity of our feedback ecosystem.
  • Analyze qualitative user feedback to extract quantitative data points and measurable insights that contribute to business intelligence and strategic decision-making.
  • Participate in the evaluation and implementation of new moderation tools and technologies designed to improve workflow efficiency and moderation quality.
  • Contribute to the creation and maintenance of public-facing FAQ documentation and internal knowledge base articles based on recurring user questions and issues.

Secondary Functions

  • Support the Marketing team by identifying compelling user testimonials, positive reviews, and user-generated content that can be leveraged for promotional materials.
  • Contribute to the organization's broader Trust & Safety strategy by providing frontline insights on emerging risks and user behavior patterns.
  • Collaborate with the User Research team by identifying and recruiting suitable candidates for user interviews, surveys, or beta testing programs from our active community.
  • Participate actively in agile ceremonies, sprint planning, and feedback review sessions with product and engineering teams to ensure the voice of the customer is heard.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficiency with community management and moderation platforms (e.g., Zendesk, Sprinklr, Khoros, Besedo).
  • Direct experience navigating and managing reviews within app store consoles (Apple App Store Connect, Google Play Console).
  • Competency in data analysis and reporting using tools like Microsoft Excel, Google Sheets, or data visualization software (e.g., Tableau, Power BI).
  • Familiarity with help desk software and ticketing systems (e.g., Jira, Salesforce Service Cloud) for issue tracking and escalation.
  • Knowledge of social media listening and engagement tools (e.g., Sprout Social, Brandwatch, Agorapulse).
  • Ability to quickly learn and adapt to new software and internal company tools.

Soft Skills

  • Exceptional written communication skills with a mastery of grammar, tone, and the ability to adapt to a specific brand voice.
  • A high degree of empathy, patience, and emotional intelligence to effectively handle frustrated, sensitive, or distressed users.
  • Strong critical thinking and objective problem-solving skills to assess complex situations and make consistent, policy-based judgments.
  • Impeccable attention to detail and superior organizational skills to manage and prioritize a high volume of concurrent tasks and information.
  • Personal resilience and the ability to remain composed and professional when exposed to negative, abusive, or otherwise difficult content.
  • Collaborative team player with excellent interpersonal skills and a proven ability to work effectively across different departments and functions.
  • A proactive, self-starter mentality with a strong sense of ownership and the initiative to identify problems and propose solutions.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent practical experience.

Preferred Education:

  • Bachelor's Degree.

Relevant Fields of Study:

  • Communications
  • Marketing
  • Journalism
  • English
  • Psychology

Experience Requirements

Typical Experience Range: 1-3 years in a related role.

Preferred: Prior experience in online community management, content moderation, trust & safety, or customer support for a tech, gaming, or consumer-facing company is highly desirable.

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