Nissan Motor Corporation · 4 days ago
Senior Social Media Moderation Specialist
Franklin, Tennessee - United States of America
Full-time
Hybrid
Mid, Senior Level
1+ years expNissan Motor Corporation is looking for a Senior Social Media Moderation Specialist to join their team in Franklin, TN. This role is responsible for providing effective customer service across social media platforms, utilizing exceptional writing and research skills to engage with customers and maintain strong performance metrics.
AutomotiveCustomer ServiceManufacturingSalesTransportation
No H1B
Responsibilities
Respond to a high-volume of customer messages on Facebook, Twitter, Instagram, YouTube and TikTok with the appropriate care and awareness of relevant Corporate policies and messaging requirements
Assume a leadership role within the team to assist Management in maintaining strong KPIs
Meet or exceed Quality, Response Time and Volume KPIs as established at the Senior level
Assist with the on-boarding and training of new employees
Maintain all duties from Moderator (Specialist) role including:
Master and effectively utilizing Sprinklr, serve as SME on team, maintain knowledge and usage of Salesforce, making quick and educated decisions to rectify complaints and conflict, and escalating urgent concerns to Team Lead
Assist Social Media Reporting Analyst/Planner and Manager of Social CX to compile Voice of Customer trends to be included in time sensitive and potential ad-hoc report requests
Create, research, implement and track one (1) process improvement or operational enhancement after the following have been completed:
Obtained Management Approval of proposed project
Maintained/exceeded KPI Performance thresholds for at least nine (9) months of employment
KPI’s include: Engagement Ratio, Volume Distribution, Quality and Response Time
Completed assigned training (including Nissan Way, Excel, etc.). See below
Presented proposed project to someone outside of the SMCX department for their input
Maintain ownership of 2-3 special projects ranging from Social Selling to RE-engagement to on-going reporting to representation at cross functional meetings to assisting with Executive-level presentations
Stay knowledgeable on latest industry trends, tools and best practices
Mentor other Moderation Specialists within Department to assist in their professional development
Qualification
Required
BA / BS in Business Administration, Marketing or Communications
1-2 years of various experience in Marketing, Sales, Digital, Social, Customer Relationship Management (CRM) or equivalent
Must have completed at least nine (9) months of proven Social Media moderation experience within the NNA's SMCX Department and been in 'Good Standing' at all times
Provide at least one (1) process improvement recommendation and complete a formal project plan/presentation (per above specifications)
Project/Enhancement Interview Process. Must complete a formal interview and have a presentation available to share with the following Management members: Department Manager, Department Sr. Manager and Director, Cross-functional team member (Marketing, PR, CRC, etc.)
Complete the following training: Complete Onboarding: Nissan Way, Nissan Customer Way, Get Control of Email, Microsoft Excel: Learning Excel 2016 (LinkedIn Learning course), Communicating with Confidence, Goal Setting
Must have maintained Target values for all Key Performance Indicators (KPIs) for the 12 weeks prior to submitting project
Excellent writing, editing, presentation, and verbal communication skills
Proficiency in MS Applications such as Excel, Word and PowerPoint
Salesforce.com service cloud
Highly knowledgeable in all of the Sprinklr features and functionalities
Benefits
Comprehensive Benefits Package
Medical
Mental health
Parental leave
Retirement savings
Discounts on lease vehicles as part of our Employee Lease Program
Vehicle Purchase Program (VPP)
Company
Nissan Motor Corporation
Nissan Motor Corporation is a global car manufacturer that sells a full line of vehicles under the Nissan and INFINITI brands.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$7.3BKey Investors
Mizuho Bank
2025-07-11Post Ipo Debt· $5.84B
2022-11-30Post Ipo Debt· $1.46B
2000-01-02IPO
Leadership Team
Mike Lavigne
Vice President, Global Customer Experience & Digital Transformation
Makoto Uchida
Director
Recent News
Business Insider
2026-01-24
2026-01-24
2026-01-23
Company data provided by crunchbase