Job details
Salary range: $63,855 to $82,993 annually DOE
Social Media Community Manager - Job Summary
Manage the company's online community presence with a focus on Reddit and discussion platforms, acting as the company's voice and internal advocate, requiring strong written communication, judgment, and cross-functional collaboration.
Key Responsibilities
- Manage and improve brand reputation through engagement 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 promote thought leadership.
- Identify and report emerging trends, sentiment shifts, and recurring community topics.
- Serve as frontline responder during outages, incidents, or reputational issues in public forums.
- Coordinate with PR, Legal, Network Operations, and Leadership during sensitive events.
- Draft clear, accurate, and empathetic messaging under pressure.
- Work with social customer care to triage issues and determine need for direct support follow-up.
- Ensure community issues are tracked, documented, and resolved appropriately.
- Escalate recurring or high-risk concerns to internal stakeholders and leadership.
- Act as a liaison between Community, Marketing, Customer Care, Network/Engineering, and Leadership.
- Translate technical network information into customer-friendly explanations.
- Provide community insights and reporting for product, network, and communications strategies.
- Use social media management tools to monitor, publish, and report on engagement.
- Track response effectiveness and issue resolution trends.
- Perform other duties as required to support the organization.
Requirements
- High school diploma or GED.
- Minimum 5 years experience in social and online community management.
- Strong knowledge of fiber internet, broadband networks, ISP operations or related industries.
- Experience managing Reddit or similar discussion-heavy communities at scale.
- Strong technical aptitude to engage with highly informed users.
- Demonstrated experience in PR, crisis communications, incident response or issue management.
- Excellent written communication skills with clear, confident, human tone.
- Detail-oriented and organized with ability to manage multiple conversations and customer follow-up.
- Experience collaborating with social customer care teams and triaging customer issues.
- Experience working cross-functionally to translate technical info into customer-friendly communication.
- Willingness to work flexible hours, including evenings or 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)