[Hiring] Social Media Coordinator @Frogfoot Networks

Role Description

At Frogfoot, our customers and online community matter. As our Social Media Co-ordinator, you’ll help manage our social media presence, engage with customers and followers, and protect a positive online reputation. You’ll respond to questions and concerns with empathy, clear communication, and practical solutions, helping customers feel heard and supported while strengthening their experience with Frogfoot.

Key Responsibilities

• Engage with customers across our social media platforms by responding to comments, messages, mentions, and enquiries promptly and professionally.
• Listen to customer concerns, acknowledge complaints and work towards effective resolutions.
• Provide helpful information about Frogfoot’s products and services, using your product knowledge to answer questions accurately.
• Keep a positive, welcoming online community by using respectful, empathetic, and constructive language—even in challenging conversations.
• Work with Customer Service and other teams to follow up on issues and make sure customers receive the support they need.
• Record customer interactions and complaints accurately, and keep relevant teams informed of recurring issues or feedback.
• Share feedback on customer experiences and suggest ways to improve our service and support processes.
• Work with Marketing, PR and Content teams to help keep our messaging clear and consistent across channels.
• Stay up to date with social media platforms, trends, tools and best practices.
• Communicate with customers through other support channels, such as phone, email, voice and chat, where required.

Qualifications

• Social media platforms such as Facebook, Instagram, LinkedIn, TikTok and X (formerly Twitter).
• The basics of customer experience and what good customer service looks like.
• An understanding of telecoms and fibre networks, or the willingness to learn about Frogfoot’s products and services.
• How to communicate clearly and professionally with customers across different channels.

Experience That Will Set You Apart

• Experience in customer service, social media support or an online community-facing role.
• Experience responding to customer questions, feedback and complaints in a professional and helpful way.
• Experience using social media management tools such as Hootsuite, Buffer or Sprout Social.
• Experience working with different teams to resolve customer issues and keep communication consistent.

Skills That Will Help You Succeed

• Strong written and verbal communication skills, with an ability to explain information simply and clearly.
• A people-first attitude, with patience, empathy and a genuine desire to help customers.
• Good problem-solving skills and the confidence to take responsibility for following issues through.
• The ability to stay calm and professional when dealing with upset, rude or challenging customers.
• A positive approach and the ability to choose respectful, constructive language.
• Strong organisation skills, attention to detail and the ability to manage several conversations at once.
• Creative thinking and an interest in finding engaging ways to connect with online audiences.
• The ability to work independently while also being a supportive team player.
• Good judgement, adaptability and a commitment to professional and ethical conduct.

A Few Things to Keep in Mind

Every customer interaction is an opportunity to make a positive difference. We’re looking for someone who takes ownership, treats people with respect, and helps turn questions or concerns into better customer experiences. You’ll be part of a team that works together to keep our customers connected and the Frogfoot community thriving.