Executive Assistant (Social Media Manager)

BEAWESOME, INC.; Davao City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Awesome CX by Transcom in Davao is seeking an Executive Assistant (Social Media Manager) to lead the Community Team, shape brand voice, and ensure empathetic, on-brand interactions across public channels.

You will coach staff, monitor KPIs, and support process improvements while maintaining strong customer trust and brand integrity. Weekend availability may be required.

Qualifications

• Natural leader with ability to inspire and coach teams.
• Experience developing people through actionable feedback.
• Strong understanding of Community as a brand experience channel.
• Brand stewardship; every public response reflects the organization.
• Excellent written and verbal communication; model brand voice.
• Emotional intelligence; handle high-emotion situations calmly and empathetically.
• Thoughtful decision-making with guideline adherence.
• Team-oriented, collaborative, and able to support team connection.
• Flexible and able to work weekends/holidays when needed.

Responsibilities

• Lead day-to-day activity of the Community Team and provide motivating leadership.
• Deliver best-in-class community responses across public channels.
• Conduct coaching and feedback sessions to improve quality and consistency.
• Monitor productivity against KPIs, metrics, and action plans.
• Serve as first escalation point for supervisory requests on Community issues.
• Ensure public interactions reflect company values and build customer trust.
• Guide team through high-visibility or sensitive situations with sound judgment.
• Oversee attendance, productivity, performance improvement plans, and corrective actions.
• Provide backup support across other support channels as needed.
• Assist with customer service projects and process improvements.
• Participate in leadership meetings and related discussions.

Skills

Leadership

Coaching

Brand management

Brand voice

Written communication

Emotional intelligence

Decision making

Team collaboration

Weekends availability

Job description

Executive Assistant (Social Media Manager) for Awesome CX by Transcom - Davao

The Executive Assistant (Social Media Manager) is a key member of the Customer Care leadership team, operating at the intersection of customer experience, brand reputation, and community engagement. This role leads the Community Team in moderating social media and review channels, protecting brand integrity, fostering meaningful connections with customers, and delivering thoughtful, empathetic, and on-brand interactions. The role also creates an environment where Community agents feel supported, motivated, and empowered to deliver exceptional experiences across every public touchpoint. Time will be strategically allocated between Floor Leader responsibilities and channel productivity based on business needs and staffing availability.

Key responsibilities

• Lead the day-to-day activity of the Community Team and provide visible, motivating leadership.

• Lead by example by delivering best-in-class community responses across public channels.

• Conduct one-on-one coaching and feedback sessions to support high-quality, brand-aligned responses.

• Monitor individual and team productivity against department KPIs, metrics, reports, and action plans.

• Act as the first point of escalation for supervisory requests related to Community issues.

• Ensure public interactions reflect company values and build long-term customer trust.

• Guide the team through high-visibility or sensitive situations and make sound decisions in ambiguous or escalated scenarios.

• Work with the Team Manager to oversee attendance, productivity, performance improvement plans, and corrective action plans.

• Provide backup support across other customer support channels as needed.

• Assist with customer service special projects and process improvements.

• Participate in leadership meetings and discussions.

• Complete other administrative tasks and duties as assigned.

What we're looking for

• A natural leader who inspires others and brings out the best in the team.

• Experience developing people through clear, actionable feedback and coaching.

• A strong understanding of Community as a brand experience channel, not just a support function.

• Strong brand stewardship and an understanding that every public response represents the organization.

• Excellent written and verbal communication skills, with the ability to model and teach brand voice effectively.

• Emotional intelligence and the ability to navigate high-emotion situations calmly, empathetically, and confidently.

• Thoughtful decision-making skills, including the ability to follow guidelines while applying appropriate judgement.

• A positive, team-oriented approach that supports communication, collaboration, and team connection.

• Flexibility and adaptability, including availability to work weekends and holidays when needed.

• Comfort working toward goals, celebrating achievements, and supporting continuous improvement.