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Social Media Operations Specialist

NEW
49, Jalan Dungun, Bukit Damansara, ...Full-timeGlobal
šŸ“Š Junior
ActivePosted within the last 30 days

Job Description

[AI-summarized by JobStash]

You will moderate community groups on Facebook and Telegram, engage with users, and respond to App Store reviews and social mentions. You will triage and resolve complex customer issues, escalate high-risk or sensitive complaints to Ops or Compliance, draft and publish operational announcements, repost updates across channels and email, and build Social Support Playbooks and VoC insights to improve processes.

Requirements

  • ā—Fluency in written and spoken English and Bahasa Malaysia
  • ā—Proficiency in Mandarin highly preferred
  • ā—SPM, Diploma, or Bachelor's degree in Business, Communications, Public Relations, or a related field
  • ā—1 - 3 years of experience in Customer Support, Community Management, or Social Media Management
  • ā—Experience managing communities on Telegram, Discord, or Facebook Groups is highly preferred
  • ā—Familiarity with social media management tools (Hootsuite, Sprout Social) or CS ticketing systems (Zendesk, Intercom) is a plus
  • ā—Fresh graduates with strong leadership potential and the right language capabilities are encouraged to apply

Responsibilities

  • ā—Moderate community groups on Facebook and Telegram
  • ā—Engage with users and answer queries
  • ā—Respond to Google Play and Apple App Store reviews
  • ā—Monitor social channels (Twitter/X, TikTok, Instagram) for service mentions
  • ā—Draft and publish operational announcements regarding maintenance downtimes and feature updates
  • ā—Disseminate announcements across official community channels and operational email
  • ā—Triage and resolve customer issues and move conversations to private channels when necessary
  • ā—Escalate high-risk or sensitive complaints to the Ops Manager or Compliance with full context
  • ā—Create Social Support Playbooks and standard operating procedures (SOPs)
  • ā—Aggregate social feedback and provide Voice of the Customer insights to Product and Ops teams

Tech Stack

voice of the customersocial listeningmoderationcustomer supportTelegramSOPescalationApp StoreIntercomcommunityproject:Hata
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