Community Manager

We are looking for a Community Manager to handle public comments for our brand across Facebook, Instagram, and X. The primary goal is to maintain an engaging dialogue with the audience, build brand trust, handle negative feedback professionally, and guide users to the support team for the resolution of specific issues.

Who we are looking for:

• High level of written English and the ability to use ChatGPT to draft responses in Pan-African English and French;
• Ability to review and edit ChatGPT-generated responses: correcting unnatural phrasing, accounting for local context, and verifying facts;
• Understanding of online community dynamics;
• Ability to handle complaints, criticism, and provocations calmly—without engaging in arguments, assigning blame, or using sarcasm;
• Ability to determine which questions can be answered publicly and which need to be moved to private messages for further handling by the support team.;
• Ability to categorize inquiries and hand them over with sufficient context and a clear next step;
• Adherence to confidentiality: protecting users' personal data and not disclosing internal processes or details regarding checks.

• Communicate on behalf of the brand in comments and communities across Facebook, Instagram, and X, adapting the tone of voice to the specific channel and situation;
• Monitor comments while taking the post's context into account;
• Propose appropriate, timely responses to comments and events, incorporating local humor and cultural context;
• Handle negative comments without engaging in arguments or aggressively defending the brand;
• Moderate spam, bots, suspicious links, and provocations; remove harmful or spam comments via social media management tools in accordance with established guidelines;
• Escalate complex moderation cases, negative discussions gaining significant reach, and other reputation-related risks to the team lead;
• Manage the comment queue in Front: categorize inquiries and apply the correct tags;
• Coordinate complex responses with the support team, verify case acceptance, and communicate clear next steps to the player;
• Work with the content schedule: stay up to date on post topics, FAQs, and approved links;
• Use ChatGPT to draft and localize responses, ensuring accuracy, natural phrasing, and appropriateness;
• Monitor community sentiment and provide the team lead with structured feedback regarding recurring user issues;
• Observe the rules safe communication: do not discuss personal data publicly, do not disclose internal processes, and do not promise compensation or timelines without confirmation from the responsible team.

• Good understanding of various sports, especially football: familiarity with terminology, clubs, players, tournaments, favorites, and current events;
• Experience in community management or moderating online communities/social media channels;
• Knowledge of French;
• Experience working with Front or similar helpdesk systems.

• Stable schedule and remote work;
• Support from Team Lead on various tasks;
• 20 working-days paid annual leave, 5 days paid sick leave, UA national holidays;
• High salary growth potential;
• Competitive compensation depending on success of your work and your results;
• A unique work environment where you can be a part of creating a new and innovative product.