Freelance Social Media Customer Engagement Strategist

We need someone to help us create a simple, clear strategy for handling different types of comments and interactions on Facebook & Instagram — no lengthy playbooks, just a smart, practical framework that works. What you'll do: • Define how to categorise and respond to different comment types (complaints, questions, praise, trolls, etc.) • Help shape tone, escalation logic, and boundaries for responses • Identify edge cases and advise on how they should be handled What we're looking for: • Proven experience in social media customer engagement, ideally for consumer brands • Facebook & Instagram native — you know how audiences behave on both • Thinks in systems, not just scripts This is a freelance/contractor role. If you've built engagement strategies that actually get used (not just filed away), we'd love to hear from you.