Community Manager

About the Role

Creative Technology is looking for a Community Manager to join our Social Media team. This role is ideal for someone who is responsive, organised and confident in handling customer-facing conversations across digital channels.


You will be the first point of contact for customer enquiries, helping to manage conversations, route enquiries to the right stakeholders and monitor social engagement. The role will involve on-the-job learning, so we are looking for someone who is proactive, dependable and comfortable working in a fast-paced customer service environment.


You will help lead community strategies and work closely with cross-functional teams to ensure a seamless, brand-aligned experience for online audiences. This role requires a strategic thinker with a deep understanding of social media trends, audience behaviour, and crisis management.

Key Responsibilities

• Manage customer messages and enquiries across our Social Media, direct messages and other digital channels.

• Respond to customers in a clear, professional and timely manner.

• Qualify incoming enquiries and route them to the relevant stakeholders.

• Monitor social media comments, DMs and engagement across assigned platforms.

• Assist with post scheduling and basic social media engagement strategy and support.

• Track recurring customer questions, objections and feedback from comments or messages.

• Share useful observations with the Social Media Team to improve customer communication, engagement and interaction.

• Support basic reporting on enquiries, appointments, engagement, common objections and customer feedback.

• Assist with tools and platforms such as Reddit, TikTok, Instagram and other social media platforms

• Assist with ad-hoc social media tasks where required, including campaign coordination, content scheduling, basic reporting, event support and other day-to-day social media operations.

What We Are Looking For

• A proactive team player who is dependable and willing to support across different tasks when needed.

• Comfortable in a customer-facing role or customer service environment.

• Strong written communication skills with a clear, professional and friendly tone.

• Organised, responsive and able to follow up quickly without losing track of details.

• Able to manage multiple conversations and enquiries at the same time.

• Good sense of urgency, especially when handling customer leads or appointment requests.

• Able to work well with internal teams.

• Comfortable using digital tools and open to learning new platforms on the job.

• Able to identify repeated customer questions, concerns or objections and turn them into useful feedback.

• Positive attitude, adaptable mindset and willingness to learn through hands-on work.

Qualifications

Industry experience in social media and community management.

Strong leadership and team management skills.

Good knowledge of social media platforms, trends, and best practices.

Have writing, communication, and storytelling abilities with a grasp of brand voice and tone.

Experience with social listening tools (Sprout Social, Brandwatch, Meltwater, etc.).

Ability to analyze data, draw insights, and present recommendations.

Crisis management experience and ability to handle sensitive situations with professionalism.

Passion for digital culture, emerging platforms, and online communities.