Job Description

Location: Cape Town
Working Practices: Hybrid | Mondays and Thursday in office and remaining days remote
Contract Type: Permanent
Working Hours: 07H00 - 15H30 SAST
Job Summary:
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.

Benefits
About OES
OES is a vibrant and values-led organisation, and we are passionate about enhancing lives through education. We work with university partners, training institutes, and professional bodies worldwide, to develop and enable immersive and engaging learning experiences. We empower our teams to be student-focused, innovative, and embrace change with a growth mindset to ensure we achieve our vision of being the world's most impactful enabler of education. We encourage our people to grow and develop through teamwork and a diverse range of projects, programs and challenging work. We trust our people to deliver, so when you work with OES, you will join a team who are empowered to impact every day.
Company Culture & Values
We are a people-focused organization with a culture built around collaboration, connection, and working together toward one common goal. Our vibrant, values-led culture is grounded in four core principles that guide everything we do:
Passion and Perseverance: We love what we do (even though it's not always easy) and take pride in creating transformative learning experiences. We bring a 'can-do' attitude to our work, tackling challenges and inspiring others.
Teamwork: We operate as cross-functional teams globally with trust and respect, celebrating success. We have fun while we work and enjoy collaborating with each other and OES partners.
Agility and Innovation: We are innovative, lateral thinkers who use our skills to do things better for our students. We thrive in ambiguity, embrace change and challenge conventional thinking.
Integrity: We do what's right, and what we say we will do, every time. We value a culture of respectful feedback and believe that respect trumps harmony.
These are some of the perks you can expect when you join the team:

• 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

Skills Required