Social Media Community Manager

Job not on LinkedIn

🕒 March 19

☕ Washington – Remote

☕ Washington – Remote

💵 $63.9k - $83k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💕 Social Media Manager

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Ziply Fiber

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2020

📡 Telecommunications

👥 B2C

💰 Corporate Round on 2022-11

Telecommunications • Internet Services • B2C

Ziply Fiber is a leading provider of fiber-optic internet services in the Pacific Northwest, offering high-speed internet plans that cater to both residential and business customers. With a focus on transparency and customer satisfaction, Ziply Fiber provides no annual contracts, no data caps, and a variety of multi-gig internet options designed for modern households and businesses. Their services include whole home WiFi, streaming TV, and phone services, making them a one-stop solution for connectivity needs.

📋 Description

• 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. • 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. • Draft and deliver clear, accurate, and empathetic messaging under pressure. • Work closely with social customer care representatives to triage issues surfaced in community channels. • Act as a bridge between Community, Marketing, Customer Care, Network/Engineering and Leadership. • Use native channels or social media management platforms (Sprinklr) to monitor, publish conversation topics and report on engagement.

🎯 Requirements

• High school diploma or GED. • Minimum of five (5) years of experience in social and online community management. • Strong knowledge of fiber internet, broadband networks, ISP operations or related industries like wireless or B2C technical subscription services. • Proven experience managing Reddit or similar discussion-heavy communities at scale. • Strong technical aptitude and ability to engage credibly with highly informed users. • Demonstrated experience in PR, crisis communications, incident response or issue management. • Excellent written communication skills with a clear, confident and human tone. • Detail-oriented and organized with customer follow-up and ability to manage multiple conversations in different channels. • Experience collaborating with social customer care teams and triaging customer issues. • Experience working cross-functionally to obtain clear, actionable information and translate to customer-friendly communications. • Willingness to work flexible hours, including evenings or weekends as situations require.

🏖️ Benefits

• Medical • dental • vision • 401k • flexible spending account • paid sick leave and paid time off • parental leave • quarterly performance bonus • training • career growth and education reimbursement programs.