Social Media Moderator

Position: Social Media Moderator Reports to: Chief Marketing Officer Location: United States, Remote Based Working Hours: Full-Time, Monday-Friday, 11AM-7PM PT / 2PM-10PM ET (40hrs per week) Contract Type: Fixed-Term Contract (12-months) Salary: $36,000 per annum Revised: April 2026 Organization Overview The Ehlers-Danlos Society’s mission is dedicated to advancing and accelerating research and education in Ehlers-Danlos syndromes (EDS) and hypermobility spectrum disorders (HSD). We support the development of effective and equitable EDS and HSD therapies and work collaboratively to improve the lives of individuals affected by EDS and HSD. Our vision is to create a world in which each person living with the Ehlers-Danlos syndromes and hypermobility spectrum disorders has the right treatment and care at the right time for their specific needs. Overview of Responsibilities The Social Media Moderator is responsible for maintaining safe, engaging, and supportive online spaces across The Society’s social media channels. This role focuses on monitoring conversations, responding appropriately to community questions, and ensuring interactions align with community guidelines. The Moderator plays a key role in surfacing trends, recurring questions, and insights to help the organization respond effectively to community needs. This role requires excellent communication skills, sound judgement, and an understanding of EDS and HSD information sufficient to triage queries confidently, act within defined boundaries, and escalate issues when needed. By moderating social media interactions and tracking community activity, the Moderator helps strengthen The Society’s digital engagement, support, and understanding of emerging community needs. Key Responsibilities/Essential Functions This role has two (2) core areas of ownership, the responsibilities involved include, but are not limited to: Social Media Community Support & Moderation

• Monitor comments, messages, mentions, and tags across all major social media channels.
• Provide timely, accurate, and supportive first responses using approved templates and guidance.
• Escalate messages requiring specialist input, safeguarding attention, or program-level intervention.
• Flag misinformation, harmful content, repeated concerns, or misunderstandings requiring broader communication.
• Ensure a consistent, positive, and supportive tone across all interactions.
• Share trends, recurring questions, and insights with relevant teams to inform messaging, resources, and program development.
• Contribute to updating FAQs, templates, and resources based on observed community questions and discussions.

Data, Insight & Continuous Improvement

• Compile anonymized summaries of trends, themes, and recurring questions across social media platforms.
• Identify gaps in community understanding and propose content, resource, or process improvements.
• Contribute ideas for enhancing community engagement, online support, and moderation approaches.
• Keep informed about best practices in online moderation, digital community management, and peer-support models.
• Maintain up-to-date knowledge of EDS and HSD to ensure guidance, responses, and escalation remain accurate and safe.

Work Environment

Under normal conditions, this role is a fully remote position, working from home. However, due to the international nature of the Society’s work, staff may be required to travel to company events, meetings, and conferences as well as some weekend work.

Requirements

Experience & Expertise

• Strong knowledge of EDS and HSD, with a commitment to ongoing learning to provide accurate guidance and support.
• Ability to communicate complex information clearly to a lay audience.
• Experience in moderating online communities or managing user-generated content on social media or digital platforms.
• Demonstrated ability to navigate sensitive or emotionally complex situations with calm, clarity, and professionalism.
• Experience providing support or managing enquiries in a community-facing or administrative context.
• Proven ability to follow established procedures, maintain accurate documentation, and manage tasks reliably.

Skills & Competencies

• Excellent written and verbal communication skills, with a friendly, clear, and supportive time.
• Strong attention to detail and accura

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