Social Media Engagement - Communications Specialist

Q2 HR Solutions; Philippines; On-site; PHP 280,000 - 360,000; Full time

Job summary

Q2 HR Solutions is seeking a proactive Social Media Community Manager to monitor, respond, and engage with online audiences across platforms. You will uphold the brand voice, manage multiple conversations, and escalate sensitive issues as needed.

In this fast-paced role, you’ll schedule content, coordinate with internal teams, and ensure accurate, consistent communication. Strong English and prior social media experience are essential; knowledge of Sprinklr is a plus.

Qualifications

• Fluent English communication, written and verbal.
• Experience in social media/community management or similar roles.
• Familiarity with social media management tools; Sprinklr an advantage.
• Ability to stay composed in sensitive conversations.

Responsibilities

• Monitor and respond to messages, comments, and inquiries across social media in a timely and professional manner.
• Maintain the brand’s voice while adapting responses to each interaction.
• Handle difficult conversations calmly and with sound judgment.
• Identify and elevate complex concerns or reputational risks to internal teams.
• Ensure social media interactions are tagged, documented, and handled per guidelines.
• Suggest improvements to response guides and communication processes.
• Support scheduling and publishing of social media content.
• Coordinate with multiple internal stakeholders for accurate, consistent communication.

Skills

English communication

Social media management

Customer engagement

Stakeholder coordination

Content scheduling

Tools

Sprinklr

Job description

What You'll Do

• Monitor and respond to messages, comments, and inquiries across social media platforms in a timely and professional manner.
• Maintain the brand's voice and tone while adapting responses based on the nature of each interaction.
• Handle difficult or sensitive conversations calmly, professionally, and with sound judgment.
• Identify and elevate complex concerns, reputational risks, or sensitive issues to the appropriate internal teams.
• Ensure social media interactions are properly tagged, documented, and handled according to established guidelines.
• Recommend improvements to response guides and communication processes based on recurring customer concerns and past interactions.
• Support the scheduling and publishing of social media content.
• Coordinate with multiple internal stakeholders to ensure accurate and consistent communication.

What We're Looking For

• Strong verbal and written communication skills in English.
• Experience in social media community management, customer engagement, digital communications, or a similar role is preferred.
• Familiarity with social media management platforms; experience with Sprinklr is an advantage.
• Ability to remain composed and professional when handling challenging or sensitive interactions.
• Detail-oriented with strong focus on accuracy and consistency.
• Strong coordination and stakeholder management skills.
• Comfortable working in a fast-paced environment and managing multiple conversations or requests.
• Knowledge of an additional European language is a plus, but not required.

You'll Be a Great Fit If You

Enjoy engaging with online communities, communicating clearly, and representing a brand professionally. You are attentive to detail, know when an issue needs to be escalated, and can balance speed, accuracy, and empathy when responding to customers online.