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 Apple Support Communities Senior Moderator - Austin, Texas, United States

Job information
Posted by: Apple 
Hiring entity type: Retail 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Other
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 200161639 / Latpro-3735134 
Date posted: Mar-26-2020
State, Zip: Texas, 78729


Apple Support Communities Senior Moderator

Austin , Texas , United States

Support and Service


Posted: Mar 25, 2020

Weekly Hours: 40

Role Number: 200161639

The Senior Moderator will focus on our relationship with Up and Comer community members in Apple Support Communities. They will support global community member accounts and partner closely with community stakeholders. They will engage with the community and maintain a healthy environment for community members to interact with each other. They will resolve escalations from the Moderation team and partners, and they will have an active role in improving the quality of moderation.

Key Qualifications

  • Working knowledge of Apple's operating systems and Apple hardware
  • Must be a customer focused person who is self motivated, friendly and has a passion for online communities and social media
  • Excellent customer interaction skills
  • Excellent written communication
  • Excellent communication and interpersonal skills
  • Efficient, self-directed and detail-oriented work habits
  • Familiarity with basic web technologies a plus


  • Removes, edits and relocates posts that are against the Apple Support Communities terms of use
  • Resolves escalations from the Moderation team
  • Focuses on improving the quality of moderation
  • Corresponds with customers who require redirection
  • Works with the Community Manager to devise and implement strategies to improve the customer experience for users of Apple Support Communities
  • Works to correct behavior of disruptive community members
  • Posts within the community, engaging with the community to encourage community member interaction
  • Works with Community Manager to devise and implement strategies to improve level of participation on Apple's discussion forums
  • Resolves global community member account challenges
  • Reports key community details to our partners
  • Manage our relationship with Up and Comer community members

    Education & Experience

    Normally requires BS degree plus 1-3 years experience in a customer service/support environment or equivalent experience.

    Additional Requirements

    • Requires excellent communication skills, both written and verbal. Must be able to relate and communicate to all types of customers, stakeholders and situations. Requires excellent organizational skills as well a strong technical aptitude. Position will require working weekends and non-standard hours.

  • Requirements

    See job description


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