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Community Management Specialist Job Vacancy in Cape Town at OES | Hybrid Schedule

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The Community Management Specialist will be responsible for supporting OES’s performance marketing and organic social efforts across a portfolio of online higher education brands (QUT, SOL, MOL, WSU).

This role will have a strong focus on Meta ads (Facebook and Instagram), helping manage high-volume comment threads and direct messages. The Community Management Specialist will be our frontline voice – ensuring fast, friendly, and brand-aligned responses that help drive leads, protect brand reputation, and build community trust.

Key Responsibilities:

  • Meta Comment & DM Moderation (Primary Focus)
    Moderate comments and inboxes across Facebook and Instagram ads daily, prioritising high-volume campaigns. Ensure timely, tone-perfect responses and escalate high-risk or sensitive interactions when needed.
  • Lead Identification & Handover
    Spot potential enrolment-ready leads in comment threads and DMs. Tag and flag them to our Course Consultant team, helping accelerate conversion timelines.
  • Maintain Community Frameworks
    Support updates to moderation guides, tone-of-voice resources, and tag libraries to keep workflows clean, consistent, and scalable.
  • Tagging, Tracking & Insights
    Tag all comments/DMs in Sprout Social, sentiment trends, and common pain points to inform monthly reporting and creative strategy recommendations.
  • Future Expansion (TikTok & LinkedIn)
    Assist with moderation across TikTok and LinkedIn as those platforms scale, following similar workflows and tone guidelines.

What does success look like?

Success in this role means you are recognised as a trusted front-line voice for OES, ensuring our online communities are safe, supportive, and aligned with our values. You’ll know you’re thriving when:

  • Community Trust is Protected: You consistently deliver timely, brand-aligned responses that maintain a respectful, engaging community environment across high-volume ad campaigns and direct messages.
  • Leads are Identified & Escalated: You proactively flag and hand over sales-qualified leads from comments and DMs, supporting enrolment pipelines and contributing to measurable student acquisition outcomes.
  • Frameworks are Maintained: Moderation guides, tone-of-voice resources, and tagging systems are up-to-date, making workflows efficient, scalable, and easy for the wider team to follow.
  • Insights Inform Strategy: Your report commentary, comment/DM tagging and sentiment analysis provide actionable insights that help refine campaign creative, improve performance, and strengthen community engagement.
  • Collaboration is Seamless: You work effectively with marketing, sales, and external teams, ensuring smooth escalation processes, accurate reporting, and a consistent brand experience.
  • Adaptability Drives Growth: As new platforms (e.g., TikTok, LinkedIn) expand, you adapt moderation practices and frameworks to support OES’s evolving social media strategy.

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 and a strong grasp of social media best practices.

Social Media Community Management

  • Proven experience moderating high-volume comment threads and DMs, especially on Meta platforms (Facebook & Instagram).
  • Familiarity with Sprout Social or similar social media management tools (e.g., Hootsuite, Falcon, Khoros).

Customer Service & Communication

  • Strong written communication skills with the ability to adapt tone and language to different brand voices.
  • Experience in customer support or community engagement roles.

Lead Identification & Escalation

  • Ability to identify sales-qualified leads in social interactions and escalate appropriately.
  • Understanding of lead nurturing and handover processes to sales or enrolment teams.

Attention to Detail & Risk Awareness

  • Skilled at spotting sensitive or high-risk comments and escalating them appropriately.
  • Experience working with moderation frameworks, tone-of-voice guides, and escalation protocols.

Tagging & Reporting

  • Experience tagging interactions for sentiment, themes, or lead potential.
  • Comfortable contributing to monthly reporting and providing insights to inform creative or campaign strategy.

Desirable Experience

  • Higher Education or Regulated Industries
  • Experience working in or with higher education, edtech, or regulated sectors where brand reputation and compliance are critical
  • Performance Marketing Context: Understanding of how community management supports paid media campaigns, especially in lead generation funnels.
  • Content Sensitivity & Brand Protection: Experience managing communities where brand safety, public perception, and student trust are key.
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