Job Description
A Social Media Manager, oversees a company’s interactions with the public through implementing content strategies on social media platforms. Their duties include analyzing engagement data, identifying trends in customer interactions and planning digital campaigns to build community online. At Support Driven our main social channel IS our Slack Community. We have a brand voice and tone guide and a thoughtful approach to communicating to and with our community. Additionally this role will be responsible for planning, executing, and reporting on campaigns that our partners contract with us to run to our community. Guiding the partners campaigns to fit our brand standards as well! Our community always comes first.
Social Media Manager duties and responsibilities :
The Social Media Manager focuses on increasing brand awareness through the effective use of social media outlets.
A Social Media Manager is tasked with several key duties, such as:
- Learning our brand standards, tone & voice so that all campaigns regardless of source align with our community’s interests and values
- Using our own Slack community as the main social channel
- Using LinkedIn, Twitter as extensions of the Support Driven Community
- Using social media marketing tools to create and maintain the company’s brand Working with marketing and editorial to develop social media marketing campaigns for Support Driven Interacting with the community via the company’s social media accounts
- Setting key performance indicators (KPIs) for social media campaigns, such as targets for a certain number of shares or likes and measuring a campaign’s performance against the KPIs
- Work with the marketing manager to intake campaign requests, plan their execution, schedule them, and execute them to the specifications in the contract
- Working with our partners to develop social media campaigns to get them in front of our community. Communicates with partners and sponsors about scheduling, FAQs, and shares results of campaigns.
- Monitor, measure, and report the campaigns results to the partner
- Ensure campaign implementations follow organizational guidelines Improve new campaigns using data and feedback from existing and previous projects
Requirements -
- 2-3 years previous or relevant experience in Social Media Management
- Native English - Written and Verbal
Support Driven is an online community of more than 9000 members who care deeply about support. We ask questions, share expertise, and help each other via the Support Driven Slack, supportdriven.com, and at events like SD Expo and SD Leadership Summit (formerly SUPCONF events).
Support Driven as a company is small and exists to serve our community of customer support professionals. We are dedicated to support as a career and to transforming the customer support industry.
Core Values
-Safe belonging
- Community
- Sustainability
- Collective learning and inquiry
- Substance
Safe belonging: we are a welcoming, friendly, compassionate, and inclusive community who aim to create a space where community members feel they are among friends.
Community: we are people-first, and everything we do is in service to the community.
Sustainability: we're not here to maximize profits or shareholder value. We're here to sustainably create products and services for the community. We are not "go big or go home", we are small and steady.
Collective learning and inquiry: we are helpful and feel safe asking for help. We share expertise. We mentor. We understand not everyone's company is the same, and we know the answer is often "it depends": we share our experience while also being inquisitive to highlight the unique needs of each company.
Substance: we don't focus on growing the number of SD users, we focus on growing the value of what we do for the people in our community. We carefully consider projects, expenditures, and sponsorships to ensure that they are substantive and add worth rather than flash.