Social Media Community Manager

Ziply Fiber•Kirkland, WA

20h•$63,855 - $82,993

About The Position

The Social Media Community Manager will manage our community presence across online communities, with a strong emphasis on Reddit and discussion-driven platforms. This role sits at the intersection of social media, PR, customer care, and technical subject matter expertise, acting as the voice of the company while also serving as an internal advocate for our online communities of current and prospective customers. This role requires strong judgment, excellent written communication, and the ability to manage sensitive issues in fast-moving, public forums (occasionally in non-traditional hours). This role also requires cross-functional communication internally.

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.

Nice To Haves

Hands-on experience with Sprinklr or other enterprise social media management platforms.
Background working closely with network operations or engineering teams.
Familiarity with social listening, sentiment analysis and escalation workflows.

Responsibilities

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.
Coordinate with PR, Legal, Network Operations, and Leadership during sensitive or high-impact events.
Draft and deliver clear, accurate, and empathetic messaging under pressure.
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.
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 and communications strategies.
Provide feedback/direction to Care Teams when quality of service or experience opportunities are identified by manager or community.
Use native channels or social media management platforms (Sprinklr) to monitor, publish conversation topics and report on engagement.
Track response effectiveness and issue resolution trends.
Highlight community wins, risks and opportunities.
Performs other duties as required to support the business and evolving organization.