Manager – Social Media & Community Engagement

Location: Islamabad (On-Site)
Job Type: Permanent
Timings: 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.

Why Join Abacus?

At Abacus Outsourcing, we combine innovation, technology, and human expertise to deliver impact—managing 80M+ customer interactions annually. We offer competitive benefits, a growth-focused culture, and an inclusive workplace where accountability, teamwork, and continuous learning drive real transformation.

Abacus is an equal-opportunity employer. We value diversity, foster inclusivity, and are committed to creating a workplace where every employee can thrive.

How to Apply?

Email your resume at Murtaza.Ali@abaucs-global.com with the position title in subject.
Deadline for the application: 17th September, 2025.

Job Type: Full-time

Work Location: In person