Community / Customer Service Manager

Who are Coolr?

We’re an independent social media agency and team of creatives, social experts, content publishers and change makers. Completely wired into popular culture, our work connects brands with their audiences at scale. With clients such as Burger King, Lidl, Deliveroo and Compare the Market (to name drop a few) our aim is to be the biggest social agency in the world.

The agency is growing at a rapid rate, but we’re only just getting started. In 2026, we have ambitious plans to truly become the stand-out social agency in the UK, the US, and beyond. We have a strong platform for growth and have made great strides forward – now we really want to take things to the next level.

About the role:

We are looking for an experienced community manager to look after the social feeds of a prominent airline on a part-time basis. This role would be ideal for someone looking to work remotely and does not require presence in the office. This role will be for approximately 5 hours per day, 5 days a week.

The job 💻

• Moderate six social platforms (Meta, X, LinkedIn, YouTube and TikTok)

• Monitor comments and direct messages to ensure a safe and positive community environment

• Remove spam, abusive or offensive content in line with guidelines

• Identify emerging issues or trends within the community

• Escalate any potential risks or sensitive issues appropriately

• Respond to inbound customer queries in a timely and professional manner

• Triage queries to customer service where required

• Manage complaints in line with approved frameworks and processes

• Report into a Senior Creative within the Content & Community team

• Engage with clients via chat where needed

What we are looking for 👀

• 2+ years experience as a community manager, social media manager or social exec

• Comfortable using Meta, X, Linked In, YouTube and TikTok and familiarity with their interfaces.

• Experience using social media posting management platforms like Meta Business Manager, Sprout, Hootsuite etc

• Client-facing experience and great communication skills and time management

• Any prior experience with using AI to help with community management (again, not essential)
  

A Coolr Offer

We appreciate all the hard work that our teams deliver every day so here are some of the benefits and perk you get whilst working at Coolr.

💰 A benchmarked salary reflective of your experience and in line with our salary bandings.

🏢 Hybrid working. We work 3 days in the office and 2 from home

🌴 25 days annual leave

🌎 Two weeks work from anywhere

🎉 Birthday Day off – an extra day to celebrate your big day

💆 Wellbeing Day off – another extra day with a £50 voucher to spend on anything you want to support your wellbeing!

🍪 Free breakfast, snacks and drinks in the office.

➕ Private Healthcare cover, Cycle to work scheme, Tech scheme + more

♣ Coolr weekly socials. We get together every week to connect as a team, we also have a Book Club, Social Club & more to come.

🐾 Dog friendly office

Coolr Culture:

We are one team. Regardless of what you work on at the agency, we will help and support each other on everything. The goal is to turn our clients into rockstars by creating ground-breaking, award-winning and impactful campaigns for them. The team culture is to push out of our comfort zones to strive for excellence whilst allowing everyone to embrace their true selves and tap into their potential.

Coolr DE&I 🌎

Our approach to DE&I at Coolr is simple: create a safe and inclusive environment for people to be authentically themselves. By embracing this culture, it gives space to people to be more creative, innovative, and successful which will drive us in our mission of becoming the world’s best social media agency. Whilst we are proud of our current position and the work we do to support a thriving and diverse workplace, we always know we can do more to not only create change here at Coolr, but in our industry as a whole.