Community Management Specialist

JoyRide Superapp; Antipolo; On-site; PHP 360,000 - 600,000; Full time

Job summary

JoyRide Superapp seeks a Community Management Specialist to be its feedback engine for drivers and customers, engaging them across chats, reviews, social, and support trends. You’ll own issues end-to-end and report insights to Support and Strategy & Ops for action.

Responsibilities include monitoring channels, driving driver engagement, reactivating customers, and managing follow-through on escalations. Strong English/Filipino communication required.

Qualifications

• 2-4 years in community management, driver/customer support, or field operations.
• Comfortable monitoring multiple channels (group chats, reviews, tickets) and judgements on what to resolve directly vs escalate.
• Strong communicator in English and Filipino, able to shift tones between supportive and persuasive.
• Able to build trust with drivers while remaining accountable.
• Organized enough to track multiple conversations and regions at once.
• On-demand marketplace experience is a strong plus.

Responsibilities

• Monitor driver group chats and social posts; track trends and sentiment, regionally when assigned.
• Engage drivers directly: post updates, boost morale, and encourage reactivation.
• Engage customers with a sales-oriented approach to re-engage concerns with promos.
• Resolve concerns where possible and own follow-through on escalations until closed.
• Participate in reactivation programs and special projects assigned by the Manager.
• Post driver recruitment ads in chats when regions need supply.
• Report sentiment and issues at group level to Support and Strategy & Ops regularly.

Skills

Multichannel monitoring

Bilingual English/Filipino

Community engagement

Stakeholder management

Problem solving

Job description

Community Management Specialist

About the Role

The Community Management Specialist is JoyRide's feedback engine for drivers and customers, engaging them directly (drivers via group chats, customers via reviews, social, and Support ticket trends) and owning their concerns through to resolution, whether that's fixing it yourself or following through on a handoff. You'll be assigned to whichever side needs you most, and report what you're seeing at the group level so Support and Strategy & Ops can act on it.

Main tasks and responsibilities

• Monitor driver group chats and posts on social media and/or track trends in customer reviews and Support tickets, depending on assignment; spot recurring issues and sentiment shifts early, especially regionally (Support still handles individual tickets)
• Engage drivers directly: post updates, keep morale and engagement up, and call out to inactive or disengaged drivers to understand why and encourage reactivation
• Engage customers directly with a sales-oriented approach: re-engage them through their concern, a relevant promo, or encouraging them back
• Resolve common concerns yourself where you can, and own the follow-through on anything you route to Support or another team until it's actually closed
• Take part in reactivation programs and special projects assigned by the Manager, handling the outreach
• Post driver recruitment ads in group chats or channels as needed, when a region or vertical needs supply
• Report on sentiment and recurring issues at the group level to Support and Strategy & Ops on a regular cadence, flagging anything that points to a bigger fix
  

About you

• 2-4 years in community management, driver/customer support, or field operations
• Comfortable monitoring multiple channels (group chats, reviews, tickets) and judging what to resolve directly versus escalates
• Strong communicator in Filipino/Tagalog and English, able to shift between supportive (drivers) and persuasive (customers) tones
• Able to build trust with drivers while still holding them accountable
• Organized enough to track multiple open conversations, threads, and regions at once
• On-demand marketplace experience a strong plus