Social Media Community Manager (Maternity Leave Cover)

Role Overview

The Social Media Community Manager will act as the daily voice of our brand, engaging customers and potential customers across social and digital platforms. You will be responsible for turning fans into ambassadors, ensuring every customer interaction leaves a positive impression. You will also identify opportunities to create new conversations and participate in existing ones, extending our brand's reach to new audiences.

This role is ideal for a proactive, creative professional who is skilled at building relationships and driving brand engagement online.

Key Responsibilities

• Voice of the Brand: Represent our brand's voice, mission, and purpose across social media platforms, ensuring every interaction reflects positively on the brand and leaves users with a positive impression.

• Outbound Engagement & Social Listening: Proactively identify and participate in relevant online conversations, even those not directly referencing our brands, to build share of voice. Monitor trends, competitor activity, and broader industry discussion to surface timely engagement opportunities.

• Reactive Support: Work with the Customer Support team to respond to user complaints, questions, and comments quickly, effectively, and with empathy.

• Community Moderation: Moderate public conversations and community discussions across all forums to protect and grow brand reputation.

• Customer Intelligence: Surface recurring customer pain points and product feedback to inform development priorities.

Experience

• Communication: Native-level English (required) with great communication skills.

• 1-3 years of experience in social media, community management, or customer service, preferably on the B2C side.

• Knowledge: Deep familiarity with major social platforms and a passionate interest in cybersecurity, VPNs, and information technology.

• Adaptability: Ability to work in a fast-paced, global (mostly remote) environment.

• Interpersonal Skills: High EQ with the ability to engage a privacy-conscious community, navigate delicate customer situations, and know the right tone to take when engaging on social media.

Preferred

• Experience in tech, SaaS, B2B, or cybersecurity industries.

• Experience working cross-functionally across product, customer service, and marketing teams.

• Experience in content creation.

What We're Looking For

• Self-starter: Someone passionate about social media and growing brand awareness and affinity. We want every person who interacts with us to come away wanting to engage with the brand more - turning fans into ambassadors.

• Great communicator: This role is about talking to people all day, every day. We need someone who's genuinely good with their words - able to connect, build rapport, and represent the brand in every exchange, in any tone the moment calls for.

• Extreme ownership: Someone who can take a task from A to Z, finds solutions rather than waiting for direction, and takes real pride in the impact they have on the brand and the product.