Social Media Community Manager

Position Title: Social Media Community Manager

Base Salary: $63,855 to $82,993 annually DOE

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.

Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge. 

As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals.  

Our Company Values:

• Genuinely Caring:  We treat customers and colleagues like neighbors, with empathy and full attention. 

• Empowering You:  We help customers choose what is best for them, and we support employees in implementing new ideas and solutions. 

• Innovation and Improvement:  We constantly seek ways to improve how we serve customers and each other.  

• Earning Your Trust:  We build trust through clear, honest, human communication. 

Job Summary

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.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed.

Community Engagement & Growth

· 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.

Incident & Crisis Management

· 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.

Social Customer Care & Triage

· 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.

Cross-Functional Collaboration

· 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.

Tools & Reporting

· 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.

Other Duties

· Performs other duties as required to support the business and evolving organization .

Required Qualifications:

· 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.

Preferred Qualifications:

· 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.

Knowledge, Skills, and Abilities:

· Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.

· Ability to multi-task and collaborate effectively with other personnel to meet deadlines.

· Strong verbal and written communication, attention to detail, and organizational skills.

· Ability to work within critical deadlines.

· Ability to adjust to rapidly changing priorities and schedules.

· Ability to provide excellent customer service.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.