Social Media Community Manager

Position Title

Social Media Community Manager

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 refreshing 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.

• 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.

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.

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

• 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.

• 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, elevate 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.

• 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.

• 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.

• 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.

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

• High school diploma or GED.
• Minimum of five (5) years of experience in social…