As an Online Community Manager at AWstreams, you will be responsible for managing and moderating online communities across multiple social media platforms.
You will handle daily customer interactions, monitor community sentiment, manage complaints and escalations, and ensure timely and consistent communication in line with each client's guidelines and tone of voice.
The role also involves analyzing community performance, preparing regular reports, and providing insights based on audience feedback to support overall account performance and customer experience.
Responsibilities
Monitor and manage daily interactions across social media platforms, including Facebook, Instagram, X, TikTok, YouTube, and LinkedIn.
Respond promptly and accurately to comments, direct messages, and brand mentions while maintaining strong response rates.
Handle customer inquiries, complaints, and common issues while ensuring a professional and consistent brand experience.
Identify and escalate complex complaints, sensitive issues, and potential crises to the appropriate Account Manager or client team.
Apply client-specific moderation guidelines and tone of voice when managing community interactions.
Monitor community sentiment, recurring inquiries, and audience feedback to identify trends and areas for improvement.
Prepare regular community management reports covering response rates, engagement, recurring topics, complaints, and key observations.
Analyze community performance and provide actionable insights to support content, customer experience, and account teams.
Maintain accurate records of community interactions, escalations, and recurring issues.
Must Have
3-5 years of hands-on experience in social media moderation, community management, or digital customer support, preferably within a digital marketing agency.
Strong experience managing social media inboxes, comments, and brand mentions across major platforms.
Excellent written communication skills with bilingual fluency in Arabic and English.
Strong attention to detail and the ability to maintain professionalism when handling negative comments or difficult users.
Ability to manage multiple accounts and high volumes of interactions while meeting agreed response-time SLAs.
Good understanding of social media platforms, community management practices, and audience behavior.
Ability to analyze community performance and translate audience feedback into clear insights and recommendations.
Experience preparing community management reports and tracking relevant KPIs.
Nice to Have
Experience using social media management, moderation, or ticketing tools.
Basic experience with crisis management and escalation procedures.
Experience working with multiple client accounts in an agency environment.
Familiarity with consumer behavior, internet culture, and common slang in Egypt and the GCC.
Basic understanding of social media analytics and reporting tools.
