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 accuracy in logs, documentation, and responses. 

Sound judgement in determining when to respond directly versus escalate or route issues. 

Ability to manage multiple digital channels simultaneously. 

Confident in using digital tools and adaptable to learning new platforms quickly. 

Strong time-management skills and ability to work independently while contributing to a remote team. 

Ability to uphold community guidelines, moderate discussions, and maintain psychological safety online. 

Proactive communication of risks, delays, or emerging community concerns. 

Ability to work within clearly defined boundaries and escalate appropriately. 

Work Environment and Travel Requirements 

Must be eligible to work in the US without sponsorship. 

Reliable internet connection for video calls and cloud-based services, as this is a fully remote role. 

Ability to attend one in-person retreat annually (UK). 

Ability to travel to other in-person meetings and events as required. 

Familiarity with HIPAA and GDPR is preferred (training provided). 

Proficiency in MS Office Suite (Outlook, Word, Excel, PowerPoint), Teams, Zoom, Slack and Monday.com (training provided). 

Preferred Experience & Qualifications 

Bachelor’s degree in biological sciences, health sciences, or related fields. 

Scientific and/or medical background. 

Understanding safeguarding considerations for online communities. 

Experience supporting individuals with chronic illness, rare conditions, or specialized health communities. 

Experience summarizing qualitative insights, social media trends, or community feedback. 

Experience collaborating with cross-functional teams and contributing to resource development or content strategy. 

Diversity Statement    

The Ehlers-Danlos Society’s commitment to diversity and inclusion is driven by the four pillars of our mission: C.A.R.E. - providing care, access, research and education in all that we do. We are a global, multicultural organization, as such we seek to increase opportunities for individuals from diversified backgrounds and are committed to building an inclusive culture that celebrates the diverse voices in our team and community. The Ehlers-Danlos Society actively recruits, employs, trains, compensates, and promotes opportunities regardless of race, nationality, ethnicity, gender, marital or civil partner status, caring responsibilities, disability, gender identity, age, social class, sexual orientation, religion, and other protected status as required by applicable law.