We are seeking to hire a Social Media Operations Specialist to sit at the intersection of Customer Support and Community Management. While our Marketing team builds our brand, you will be the one protecting it - ensuring every comment, review, and community query is handled with speed, empathy, and operational precision.
Why this role matters: This is not a stagnant support role; it is a high-growth opportunity within a rapidly scaling company. You will be building the foundation of our Social Ops function. We are looking for someone with the ambition to not just do the work, but to eventually lead and scale this team. As you prove your ability to improve processes and manage the community, there is a clear pathway for you to grow into a leadership position within the Operations function.
The Day-to-Day Activities:
1. Community & Channel Management
- Act as the primary moderator and voice for our community groups on Facebook and Telegram. Foster a healthy environment by engaging with users, answering queries, and moderating toxic behavior or spam.
- Manage App Store reputation by responding promptly to reviews on the Google Play Store and Apple App Store, addressing technical complaints and thanking users for positive feedback.
- Monitor social listening channels (Twitter/X, TikTok, Instagram) for service-related mentions, ensuring that viral complaints are de-escalated and resolved quickly.
2. Operational Communications & Announcements
- Own the Operational Communication loop: Draft and publish official updates on our announcement pages regarding maintenance, downtimes, or feature updates.
- Dissemination: Ensure these updates are reposted across all official community channels (Telegram/FB) and deployed via operational email notifications to ensure total customer awareness.
3. Support Operations & Resolution
- Triaging and Resolution: Act as the first line of defense on social channels. Diagnose complex customer issues raised publicly and resolve them, or continue the correspondence via private channels (DM/Ticket) when necessary to protect user data.
- Escalation Management: Identify high-risk or sensitive complaints (e.g., outages, PR risks) and escalate them immediately to the Ops Manager or Compliance teams with full context.
4. Scaling, Tooling & Strategy
- Process Improvement: Work with the Ops Manager to build Social Support Playbooks - creating standard operating procedures (SOPs) for how we handle crises, trolls, or recurring technical bugs.
- Voice of the Customer (VoC): Aggregate feedback from social channels and App Store reviews to provide weekly insights to the Product and Ops teams.
The Nice-to-Haves:
- Ambition to Lead: You view this role as a stepping stone to future growth. You are interested in learning how to build teams, manage junior associates in the future, and own a functional department.
- Crisis Communication Skills: The ability to stay calm and professional when dealing with trolls or public negativity. You know how to de-escalate a heated comment section.
- Operational Mindset: You don't just answer the same question 50 times; you ask, How can we automate the answer to this, or fix the root cause
- Tech-Savviness: Familiarity with social media management tools (e.g., Hootsuite, Sprout Social) or CS ticketing systems (Zendesk, Intercom) is a major plus.
Qualifications:
- Fluency in written and spoken English and Bahasa Malaysia is required.
- Proficiency in Mandarin is highly preferred (and a distinct advantage) to support our diverse customer base; additional languages or dialects are a plus.
- SPM, Diploma, or Bachelor's degree in Business, Communications, Public Relations, or a related field.
- 1 - 3 years of experience in Customer Support, Community Management, or Social Media Management.
- Fresh graduates with strong leadership potential and the right language capabilities are encouraged to apply.
- Experience managing communities on Telegram, Discord, or Facebook Groups is highly preferred.
