Job details
Salary range: $63,855 to $82,993 annually DOE
Social Media Community Manager - Job Summary
Manage company presence in online communities, especially Reddit, serving as the company's voice and advocate while handling social media PR, customer care, and technical communication.
Key Responsibilities
- Manage and improve brand reputation by engaging with prospects in online communities to support customer acquisition.
- Engage authentically with users to answer questions, clarify technical issues, and build trust.
- Partner with Marketing to seed conversations, share announcements, and introduce thought leadership.
- Identify emerging trends, sentiment shifts, and recurring topics and report them internally.
- Serve as frontline responder during outages, incidents, or reputational issues in public forums.
- Apply judgment to respond, escalate, or hold back communications in sensitive situations.
- Coordinate with PR, Legal, Network Operations, and Leadership during high-impact events.
- Draft clear, accurate, empathetic messaging under pressure.
- Work with social customer care to triage issues and determine appropriate responses.
- Track, document, and ensure resolution of issues raised in community channels.
- Escalate recurring or high-risk concerns to internal stakeholders and leadership.
- Collaborate cross-functionally to explain technical topics in customer-friendly terms.
- Provide community insights and reporting to inform strategies.
- Use social media management tools like Sprinklr to monitor, publish, and report on engagement.
- Highlight community wins, risks, and opportunities.
- Perform other duties as required to support the business.
Requirements
- High school diploma or GED.
- Minimum five years experience in social and online community management.
- Strong knowledge of fiber internet, broadband networks, ISP operations, or related industries.
- Proven experience managing Reddit or similar discussion-heavy communities at scale.
- Strong technical aptitude with ability to engage credibly with informed users.
- Experience in PR, crisis communications, incident response, or issue management.
- Excellent written communication with clear, confident, human tone.
- Detail-oriented, organized with customer follow-up and ability to manage multiple conversations.
- Experience collaborating with social customer care and triaging issues.
- Experience working cross-functionally to convey technical information clearly.
- Willingness to work flexible hours including evenings and weekends.
Education
High school diploma or GED
Additional information about the company collected by GoodWord
About Ziply Fiber
siteZiply Fiber is a local internet service provider offering the fastest home internet in the nation, focused on great customer experience and affordable plans.
What Our Employees Say
- Ziply Fiber offers a fast-growing, innovative environment focused on expanding fiber internet access across the Pacific Northwest. (www.ziplyfiber.com)
- Competitive benefits, including health, dental, vision, paid time off, and 401(k) options for employees. (www.ziplyfiber.com)
- Values-based culture with a strong emphasis on community involvement and supporting local initiatives. (www.ziplyfiber.com)
Challenges You Might Face
- Some employees report growing pains and organizational challenges due to rapid company expansion. (www.glassdoor.com)
- Mixed reviews regarding upper management communication and strategic direction. (www.indeed.com)
- Certain positions may require working in the field under various weather conditions and outside of traditional office hours. (www.ziplyfiber.com)