Customer Support Community Manager -- 2
Budget: €8 – €30 EUR
I need an experienced community manager who can live inside our Facebook, Instagram and TikTok profiles, answering every comment, DM and mention as if you were sitting in our office. The single priority is responding to customer inquiries quickly, accurately and in a tone that matches our brand’s friendly voice.
Here’s how the role looks day to day: monitoring feeds through Meta Business Suite and TikTok’s inbox, flagging anything urgent, drafting replies that solve problems on the spot, and escalating only when an issue truly needs internal attention. You’ll also moderate user-generated content, remove spam and keep conversations on track so the community feels heard and respected.
I expect you to:
• Reply to all public comments and private messages within two business hours.
• Keep a simple shared log of recurring questions or bugs we should know about.
• Deliver a short weekly snapshot: response time, resolved vs. escalated tickets, and any customer insight worth sharing.
Because engagement and follower growth matter to me only after service standards are rock-solid, you’ll be free to suggest small interaction ideas—quick polls, story questions, or trending-sound replies—but never at the expense of response quality.
If you’re already comfortable with social listening tools, canned-response libraries and brand-tone guidelines, you’ll hit the ground running. Let me know your relevant experience and the typical hours you can be online so we can make sure coverage lines up with our busiest periods.
Here’s how the role looks day to day: monitoring feeds through Meta Business Suite and TikTok’s inbox, flagging anything urgent, drafting replies that solve problems on the spot, and escalating only when an issue truly needs internal attention. You’ll also moderate user-generated content, remove spam and keep conversations on track so the community feels heard and respected.
I expect you to:
• Reply to all public comments and private messages within two business hours.
• Keep a simple shared log of recurring questions or bugs we should know about.
• Deliver a short weekly snapshot: response time, resolved vs. escalated tickets, and any customer insight worth sharing.
Because engagement and follower growth matter to me only after service standards are rock-solid, you’ll be free to suggest small interaction ideas—quick polls, story questions, or trending-sound replies—but never at the expense of response quality.
If you’re already comfortable with social listening tools, canned-response libraries and brand-tone guidelines, you’ll hit the ground running. Let me know your relevant experience and the typical hours you can be online so we can make sure coverage lines up with our busiest periods.