HWS: Community Coordinator

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.  

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers. 

This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

Work/Project Scope:

We are seeking a passionate and experienced Social Media Community Coordinator to join our team. In this role, you will be the voice of our brand and will be responsible for listening to and engaging with our online community. Your mission will be to build strong relationships with our audience, identify and nurture brand advocates, and drive proactive engagement to enhance our brand presence across social media platforms.

In this role, you will work 40 hours per week.

• Monitor social media platforms to identify trends, track brand sentiment, and gather actionable insights to inform strategy and decision-making. Proactively surface emerging issues or concerns based on customer feedback.

• Implement proactive engagement strategies to anticipate and address community needs while fostering positive discussions across platforms, including Facebook, Twitter, LinkedIn, Instagram, and YouTube.

• Identify and cultivate relationships with key brand advocates and influencers, encouraging them to share their experiences and promote our brand.

• Develop and implement strategies for proactive engagement, including creating content, initiating conversations, and launching campaigns that resonate with our community.

• Assist in the design and execution of programs that reward and recognize brand advocates, fostering loyalty and encouraging continued engagement.

• Analyze and report on engagement metrics related to community content to measure success. Regularly report on social listening insights, community engagement metrics, and the impact of proactive engagement efforts to key stakeholders.

• Manage social queues efficiently, especially during downtime, ensuring prompt resolution of customer inquiries while maintaining high customer service standards.

• Utilize Sprinklr for social listening, building dashboards, reporting, and managing FAQs to inform strategy and decision-making.

Must Haves (Required Skills):

• 3-5 years of experience in social media community management, with a proven track record of building and nurturing online communities.

• Strong understanding of social media platforms, tools, and best practices for social listening, engagement, and brand building.

• Excellent communication skills, both written and verbal, with the ability to interact effectively with diverse audiences.

• Creative thinker passionate about developing innovative strategies to enhance brand presence and community engagement.

• Experience in identifying and working with brand advocates and influencers.

• Experience using Sprinklr to engage, listen, and use for reporting.

• Ability to analyze data, generate insights, and present findings to stakeholders.

• Strong organizational skills, capable of managing multiple projects and deadlines.

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.   

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