Community Manager (Executive) – Social Customer Support

About the role

RAPP is seeking an Executive Community Manager to lead day‑to‑day community engagement and social customer support for a large enterprise account. You will work across multiple social platforms, ensuring timely, on‑brand interactions that meet strict SLA and governance standards.

Key responsibilities

• Manage daily community engagement and respond to comments, direct messages and queries in line with agreed SLAs and tone of voice.
• Moderate conversations, flag risks, complaints or sensitive issues and follow escalation protocols.
• Support always‑on social activity and campaign launches with real‑time engagement.
• Coordinate with internal social, content and account teams to resolve customer issues.
• Track recurring questions, sentiment and emerging community trends, sharing insights with relevant stakeholders.
• Follow defined governance processes, approval workflows and platform best practices.
• Ensure consistent quality, accuracy and responsiveness across all interactions.

Required profile

• 1–3 years of experience in community management, social media or social customer support.
• Experience supporting enterprise or high‑volume accounts.
• Strong understanding of major social platforms and best practices for customer engagement.
• Excellent written communication in Arabic (required) and English (essential).
• Comfortable working in a structured, process‑driven environment.
• Organised, reliable and able to work independently.

Required skills

• Arabic (written)
• English (written)
• Proficiency with major social media platforms (e.g., Facebook, Instagram, Twitter, LinkedIn)