Social Media Community Manager

Responsibilities: The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed. Community Engagement & Growth

• Help manage and improve brand reputation and deliver great customer experiences by engaging with prospects in online communities to support new customer acquisition.
• Engage authentically with users, answering questions, clarifying technical issues and building trust.
• Partner with Marketing to proactively seed conversations, share announcements, and introduce thought leadership into relevant communities.
• Identify emerging trends, sentiment shifts, and recurring topics within the community and surface to appropriate internal partners. Incident & Crisis Management
• Serve as a frontline responder during outages, incidents, or reputational issues, especially in public forums.
• Apply strong judgment to determine when and how to respond, escalate or hold back.
• Coordinate with PR, Legal, Network Operations, and Leadership during sensitive or high-impact events.
• Draft and deliver clear, accurate, and empathetic messaging under pressure. Social Customer Care & Triage
• Work closely with social customer care representatives to triage issues surfaced in community channels.
• Identify when community posts require direct customer support follow-up vs. public response.
• Ensure issues raised in communities are tracked, documented, and resolved appropriately.
• Escalate recurring or high-risk concerns to internal stakeholders and leadership. Cross-Functional Collaboration
• Act as a bridge between Community, Marketing, Customer Care, Network/Engineering and Leadership.
• Translate technical network topics into customer-friendly explanations.
• Provide community insights and reporting to inform product, network…