Community Support Coordinator at Hollywoodbets

Skill Set

• Any other ad hoc duties that might be required.
• Excellent written and verbal communication skills.
• Strong attention to detail and time management.
• Customer-first mindset with a focus on empathy and problem-solving.
• Ability to remain calm and professional in high-pressure situations.
• Familiarity with social media platforms and online community behavior.
• Working knowledge of Zendesk or similar CRM/ticketing tools.

Responsibilities

• Monitor and respond to all incoming messages, comments, and mentions across social media and community platforms.
• Drive sensitive comments to Inbox for the social team to manage.
• Police comments, remove spam content and assist with general customer queries. 
• Remove and block frequent violators, e.g.: Spammers or Racist language users. 
• Maintain brand tone and consistency in all responses.
• Ensure that community conversations remain respectful, on-topic, and aligned with company standards.
• Adhere to response time targets.
• Utilize approved response templates for common queries (e.g., deposits, withdrawals, login issues) to ensure consistency and accuracyAssist in the creation and editing of written, video, and photo content. 
• Identify and escalate issues that require specialist intervention.
• Work closely with internal teams to ensure escalations are resolved promptly and professionally.
• Follow through on escalated cases to confirm resolution with the customer.
• Update ticketing or CRM systems accurately to reflect the outcome.
• Provide feedback to internal teams where recurring issues are identified.
• Interact with users and respond to social media messages, inquiries, and comments.
• Review analytics and create reports on key metrics.
• Any other ad hoc duties that might be required.

Qualifications

• Matric (Grade 12).
• Diploma/Degree in Marketing, Communications, or related field (advantageous).
• Valid driver’s license.
• Overtime and weekend work.
• Flexibility to work shifts, weekends, and public holidays as required by social media activity patterns.
• Minimum 1–2 years’ experience in customer service, community management, or social media coordination.

Apply Before 03/11/2026