Job details
Salary range: $63,855 to $82,993 annually DOE
Social Media Community Manager - Job Summary
Manage the company's online community presence, primarily on Reddit and discussion-driven platforms, acting as the voice of the company and internal advocate while handling social media, PR, customer care, and technical communication.
Key Responsibilities
- Manage and improve brand reputation through engagement in online communities to support customer acquisition.
- Engage authentically with users, addressing questions and technical issues to build trust.
- Collaborate with Marketing to seed conversations, share announcements, and introduce thought leadership.
- Identify trends and sentiment shifts and report to internal partners.
- Serve as frontline responder during outages, incidents, or reputational issues, coordinating with PR, Legal, and Leadership.
- Draft and deliver clear and empathetic messaging under pressure.
- Work with social customer care to triage community issues and determine follow-up actions.
- Ensure community-raised issues are tracked and resolved appropriately.
- Escalate recurring or high-risk concerns to stakeholders and leadership.
- Act as liaison between Community, Marketing, Customer Care, Network/Engineering, and Leadership.
- Translate technical network topics into customer-friendly explanations.
- Provide community insights and reporting to inform strategies.
- Use social media management tools like Sprinklr to monitor, publish, and report on engagement.
- Track response effectiveness and highlight community wins and risks.
- Perform other duties as required to support business needs.
Requirements
- High school diploma or GED.
- Minimum five years of 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.
- Strong technical aptitude to engage credibly with informed users.
- 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 in managing multiple conversations and customer follow-up.
- Experience collaborating with social customer care teams and triaging issues.
- Experience working cross-functionally to translate technical information for customers.
- 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)