Community Management Specialist

**Location: Cape Town**

**Working Practices: Hybrid | Mondays and Thursday in office and remaining days remote**

**Contract Type: Permanent**

**Working Hours: 07H00 - 15H30 SAST**

**Job Summary**:
The Community Management Specialist will be responsible for supporting OES’s performance marketing and organic social efforts across a portfolio of online higher education brands (QUT, SOL, MOL, WSU).

This role will have a strong focus on Meta ads (Facebook and Instagram), helping manage high-volume comment threads and direct messages. The Community Management Specialist will be our frontline voice - ensuring fast, friendly, and brand-aligned responses that help drive leads, protect brand reputation, and build community trust.

**Key Responsibilities**:

- **Meta Comment & DM Moderation (Primary Focus)**
Moderate comments and inboxes across Facebook and Instagram ads daily, prioritising high-volume campaigns. Ensure timely, tone-perfect responses and escalate high-risk or sensitive interactions when needed.
- **Lead Identification & Handover**
Spot potential enrolment-ready leads in comment threads and DMs. Tag and flag them to our Course Consultant team, helping accelerate conversion timelines.
- **Maintain Community Frameworks**
Support updates to moderation guides, tone-of-voice resources, and tag libraries to keep workflows clean, consistent, and scalable.
- **Tagging, Tracking & Insights**
Tag all comments/DMs in Sprout Social, sentiment trends, and common pain points to inform monthly reporting and creative strategy recommendations.
- **Future Expansion (TikTok & LinkedIn)**
Assist with moderation across TikTok and LinkedIn as those platforms scale, following similar workflows and tone guidelines.

**What does success look like?**

Success in this role means you are recognised as a trusted front-line voice for OES, ensuring our online communities are safe, supportive, and aligned with our values. You’ll know you’re thriving when:

- **Community Trust is Protected**: You consistently deliver timely, brand-aligned responses that maintain a respectful, engaging community environment across high-volume ad campaigns and direct messages.
- **Leads are Identified & Escalated**: You proactively flag and hand over sales-qualified leads from comments and DMs, supporting enrolment pipelines and contributing to measurable student acquisition outcomes.
- **Frameworks are Maintained**: Moderation guides, tone-of-voice resources, and tagging systems are up-to-date, making workflows efficient, scalable, and easy for the wider team to follow.
- **Insights Inform Strategy**: Your report commentary, comment/DM tagging and sentiment analysis provide actionable insights that help refine campaign creative, improve performance, and strengthen community engagement.
- **Collaboration is Seamless**: You work effectively with marketing, sales, and external teams, ensuring smooth escalation processes, accurate reporting, and a consistent brand experience.
- **Adaptability Drives Growth**: As new platforms (e.g., TikTok, LinkedIn) expand, you adapt moderation practices and frameworks to support OES’s evolving social media strategy.

**Requirements**:
**Skills, Experience and Qualifications**
- A degree or diploma in communications, marketing, media, or a related field is helpful but not essential.
- Hands-on experience and a strong grasp of social media best practices.

**Social Media Community Management**
- Proven experience moderating high-volume comment threads and DMs, especially on Meta platforms (Facebook & Instagram).
- Familiarity with Sprout Social or similar social media management tools (e.g., Hootsuite, Falcon, Khoros).

**Customer Service & Communication**
- Strong written communication skills with the ability to adapt tone and language to different brand voices.
- Experience in customer support or community engagement roles.

**Lead Identification & Escalation**
- Ability to identify sales-qualified leads in social interactions and escalate appropriately.
- Understanding of lead nurturing and handover processes to sales or enrolment teams.

**Attention to Detail & Risk Awareness**
- Skilled at spotting sensitive or high-risk comments and escalating them appropriately.
- Experience working with moderation frameworks, tone-of-voice guides, and escalation protocols.

**Tagging & Reporting**
- Experience tagging interactions for sentiment, themes, or lead potential.
- Comfortable contributing to monthly reporting and providing insights to inform creative or campaign strategy.

**Desirable Experience**
- Higher Education or Regulated Industries
- Experience working in or with higher education, edtech, or regulated sectors where brand reputation and compliance are critical
- **Performance Marketing Context**:Understanding of how community management supports paid media campaigns, especially in lead generation funnels.
- **Content Sensitivity & Brand Protection**:Experience managing communities where brand safety, public pe