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’re looking for a Freelance Community & Customer Service Manager to support a leading travel brand across social. This is a fully remote role, 5 hours every Saturday, Sunday and UK Bank Holiday, for 3–6 months.

You’ll respond to customer queries and comments across TikTok, Instagram, Facebook and other social channels, providing helpful, timely and on-brand responses. You’ll also monitor relevant conversations and trends to ensure the brand is present and responsive beyond its own channels.

We’re looking for someone who is naturally helpful, confident communicating with customers and comfortable working across fast-moving social platforms.

The job 💻

Proactive Engagement

• Actively comment on trending content across social platforms, using native platforms alongside scheduling tools such as Sprinklr and Arwen.

• Conduct daily searches for brand-related content and keywords to spot engagement opportunities, including active campaigns

• Monitor and engage with user-generated content (UGC) and influencer posts

• Reshare relevant TikTok content to amplify reach and community involvement

• Adjust keyword searches in line with ongoing marketing campaigns or brand sponsorships

Reactive Engagement

• Take part in daily content sweeps to identify and flag real-time moments for brand engagement

• Work closely with the social creative team to reshare approved UGC on Instagram Stories

• Jump on viral trends and conversations to keep the brand culturally relevant and top-of-mind

Social Listening

• Monitor social channels for potential issues, including negative sentiment or emerging risks

• Flag and escalate any concerning comments or content to the appropriate internal teams promptly

What we are looking for 👀

• Strong customer service skills and a genuinely helpful, solutions-focused approach

• Confident communicating with customers across social media

• Good understanding of TikTok, Instagram, Facebook and other social platforms

• Comfortable handling customer queries, comments and feedback in a calm and professional way

• An awareness of social trends and online culture

• Available to work every weekend and UK public holiday for the duration of the booking

• Professional proficiency in English
  

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.