Community Management Specialist

Online Education Services; Cape Town; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading online education provider based in Cape Town is seeking a Community Management Specialist to support performance marketing efforts across various brands. The role entails moderating social media interactions, identifying leads, and collaborating with teams to maintain a supportive online community. Ideal candidates will have experience in social media management, excellent communication skills, and a passion for education.

Benefits

Employee Assistance Program (EAP)

Medical allowance

Commute allowance

Flexible work for genuine career-life fit

Generous annual leave

Paid maternity and paternity benefits

Professional development and mentoring

Qualifications

• Ability to adapt tone and language to different brand voices.
• Experience in customer support or community engagement roles.
• Experience in higher education or regulated industries is desirable.

Responsibilities

• Moderate comments and inboxes across Facebook and Instagram ads daily.
• Ensure timely, tone‑perfect responses.
• Identify leads in comment threads and DMs.
• Support updates to moderation guides and resources.

Skills

Social media best practices

High-volume comment moderation

Strong written communication skills

Risk awareness

Identifying sales-qualified leads

Education

Degree or diploma in communications, marketing, media

Tools

Sprout Social

Hootsuite

Job description

Location: Cape Town

Working Practices: Hybrid – Mondays and Thursdays in office, remaining days remote

Contract Type: Permanent

Working Hours: 07:00h

Job Summary

The Community Management Specialist will support OES’s performance marketing and organic social efforts across a portfolio of online higher education brands (QUT, SOL, MOL, WSU). The role focuses primarily on Meta ads (Facebook and Instagram), managing high-volume comment threads and direct messages.

Key Responsibilities

• Moderate comments and inboxes across Facebook and Instagram ads daily, prioritising high-volume campaigns.
• Ensure timely, tone‑perfect responses and escalates high‑risk or sensitive interactions when needed.
• Identify potential enrolment‑ready leads in comment threads and DMs, tag and flag them for the Course Consultant team to accelerate conversion timelines.
• Support updates to moderation guides, tone‑of‑voice resources, and tag libraries to keep workflows clean, consistent, and scalable.
• Tag all comments / DMs in Sprout Social, track sentiment trends, and common pain points to inform monthly reporting and creative strategy recommendations.
• Assist with moderation across TikTok and LinkedIn as those platforms scale, following similar workflows and tone guidelines.

Success in this Role

Success means being recognised as a trusted front‑line voice for OES, ensuring online communities are safe, supportive, and aligned with our values.

You’ll know you’re thriving when:

• Community Trust is Protected – consistently deliver timely, brand‑aligned responses that maintain a respectful, engaging environment across high‑volume ad campaigns and direct messages.
• Leads are Identified & Escalated – proactively flag and hand over sales‑qualified leads, supporting enrolment pipelines and measurable student acquisition outcomes.
• Frameworks are Maintained – moderation guides, tone‑of‑voice resources, and tagging systems are up‑to‑date and scalable.
• Insights Inform Strategy – your report commentary, tagging and sentiment analysis provide actionable insights that refine campaign creative, improve performance and strengthen community engagement.
• Collaboration is Seamless – work effectively with marketing, sales and external teams to ensure smooth escalation processes, accurate reporting and consistent brand experience.
• Adaptability Drives Growth – adapt moderation practices and frameworks to support evolving social media strategy on new platforms.

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 with social media best practices.
• Proven experience moderating high‑volume comment threads and DMs, especially on Meta platforms.
• Familiarity with Sprout Social or similar tools (e.g., Hootsuite, Falcon, Khoros).
• Strong written communication skills with the ability to adapt tone and language to different brand voices.
• Experience in customer support or community engagement roles.
• Ability to identify sales‑qualified leads in social interactions and escalates appropriately.
• Attention to detail and risk awareness – skilled at spotting sensitive or high‑risk comments and escalating them appropriately.
• Experience tagging interactions for sentiment, themes, or lead potential for reporting and strategy insights.
• Desirable: experience in higher education or regulated industries where brand reputation and compliance are critical.
• Understanding of how community management supports paid media campaigns, especially in lead generation funnels.

Benefits

We offer a supportive, people‑focused culture grounded in four core principles: Passion & Perseverance, Teamwork, Agility & Innovation, and Integrity.

Perks include:

• Employee Assistance Program (EAP)
• Medical allowance
• Commute allowance
• Flexible work for genuine career‑life fit
• A healthy and supportive company culture
• Generous annual leave
• Paid maternity and paternity benefits
• Study leave
• Professional development and mentoring
• Construct Culture Club events
• Company‑funded lunch and drinks every 6 weeks
• Policy T&Cs apply for certain benefits

About OES

OES is a vibrant, values‑led organisation passionate about enhancing lives through education. We work with university partners, training institutes and professional bodies worldwide to develop immersive learning experiences. We empower our teams to be student‑focused, innovative, and embrace growth mindset to achieve our vision of being the world’s most impactful education enabler.