Glacier ZipLines

Social Media Manager

• Own comment moderation and response across all active partner ad campaigns
• Answer prospect questions using established response conventions and each partner’s voice
• Route operational, policy, and other dynamic questions to the appropriate team
• Decide what to hide, leave alone, or escalate while protecting partner brand reputation
• Identify and flag emerging trends, sudden question spikes, confusing ad creative, or unusual partner attention
• Maintain clean and consistent post tagging for accurate reporting
• Improve the response playbook by identifying gaps and new opportunities
• Represent university partners in public, real-time comments on live ad campaigns
• Report to the Sr. Enrollment Manager

Social Media Moderator – Contract

General

• Own the learner service queue during the morning shift, responding to overnight and incoming learner requests
• Resolve common requests related to course access, progress tracking, certificates, course navigation, and other learner needs
• Provide accurate, timely, warm, and personal responses
• Follow established service policies and workflows consistently
• Recognize policy exceptions, requests outside normal parameters, and learners needing additional support
• Escalate requests thoughtfully with sufficient context
• Partner with team members responsible for exceptions and escalations
• Maintain clear, accurate records in Zendesk
• Identify recurring questions, emerging learner needs, and common points of confusion
• Flag gaps or unclear guidance in service processes to improve the learner experience

Social Media Moderator – Contract

Learner Service Specialist, Part-time