| Job Title: |
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Manager - Social Media / Community Engagement |
| Category: |
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Client Services |
| Total Positions: |
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1 |
| Job Location: |
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Islamabad |
| Gender: |
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Female |
| Age: |
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25 to 35 years |
| Minimum Education: |
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Bachelors |
| Degree Title: |
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Bachelors (16 Years or Above) |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
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7 Years9 Years |
| Apply By: |
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Oct 26, 2025 |
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| Job Description: |
We’re Hiring: Manager – Social Media & Community EngagementLocation: Islamabad (On-Site)Job Type: PermanentTimings: 10:00 AM – 7:00 PM
What is Manager – Social Media & Community Engagement?Abacus BPO is seeking an experienced professional to lead social media customer engagement and community moderation for a leading fin-tech client. Unlike digital marketing roles, this position is focused purely on social media moderation, communication filtering, sentiment analysis, and safeguarding brand reputation online.The Manager will mentor and supervise a team of moderators, ensure compliance with brand standards, conduct sentiment monitoring and reporting, resolve escalations, and build meaningful customer relationships across platforms such as Facebook, Instagram, LinkedIn, WhatsApp, X/Twitter, and others.
What does Manager – Social Media & Community Engagement do?·
- Lead, mentor, and coach a team of 20–24 Social Media Moderators.
- · Ensure fast, accurate, and empathetic responses to customer queries.·
- Define tone of voice, escalation protocols, and community guidelines.·
- Oversee moderation across multiple platforms, filtering and managing conversations to safeguard brand reputation.·
- Identify and escalate sensitive issues, negative sentiment, or potential risks.·
- Maintain detailed records of complaints, escalations, and resolutions.·
- Collaborate with client teams to ensure consistent and aligned communication.·
- Monitor sentiment, user behavior, and engagement trends to provide actionable insights.·
- Prepare performance reports for senior management.·
- Stay updated with new digital engagement practices and moderation tools.
What we’re looking for in this role?·
- Bachelor’s in Business, Marketing, Mass Communication, or related field.· 7–9 years of experience in social media moderation, customer engagement, or community management (preferably in BPO, fin-tech, or telecom).
- Proven leadership skills with ability to manage large moderation teams.·
- Strong communication skills with fluency in English (regional languages are a plus).
- Proficiency in English writing and client communication.
- · Experience with moderation dashboards, ticketing systems, and analytics tools.
- Strong judgment, conflict resolution, and data analysis skills.
- Resilient, adaptable, and comfortable in a fast-paced, customer-driven environment.
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| Company Information |
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Company Name: Abacus Consulting
Company Description:
For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help clients transform their businesses and be the market leaders. We offer a wide range of products and services, including strategy consulting, privatization and public-private partnerships, mergers, acquisitions and divestitures, business advisory services, sector search and research, environmental advisory services, SAP implementation and education, enterprise performance management, supply chain & operations management, application development and management, mobile applications, business process outsourcing, organization design and development, HR surveys, change management and HR functional solutions./p
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