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Social Media Team Manager

Sun King

Sun King

Marketing & Communications
Zambia
Posted on Oct 16, 2025
Locations: Lusaka

About the Role:
We are searching for a dedicated, fostering Contact Center Team Manager who can manage, coach and motivate our Social Media Executives as they engage with our customers through the different voice and non-voice digital platforms within the business. The Social Media Team Manager will bolster up the social media executives and assist in the coaching and mentoring process, ensuring that every agent is well prepared to provide quality customer experience. They will be accountable for driving performance of the team in line with the assigned KPIs ensuring that they deduce and meet/exceed expectations through continuous engagements. You should be organized, helpful, and prepared to act as a resource to the social media team.
Department
Marketing & Creative
Employment Type
Permanent - Full Time
Location
Zambia
Workplace type
Onsite
Reporting To
Digital Sales and Operations Manager, Africa

What you would be expected to do:

  • Be accountable for the supervision and control of work allocated, ensuring that the social media customer service executives achieve and exceed expectations.
  • Be proactively building and maintaining proper feedback for our social media pages and emails. This will be done in conjunction with the Social Media Manager.
  • Be proactively liaising with the Social Media Manager to ensure the team is delivering as expected in steer conversion and reply rate on social media.
  • Ensure thorough efficient team management and administration so that all jobs are carried out within acknowledged time schedules and to the level expected.
  • Trailblaze in ensuring the team is well-trained on how to reply to social media and email. This will be done in partnership with the Social Media Manager
  • Allocating detailed reports of the team’s performance and any objections experienced. This should indicate areas of improvement, what worked, observations and recommendations for each member of the team.
  • Map out all projects and campaigns to boost and improve our social media reply rate and conversion rate.
  • Assign, supervise and review the activities of the social media executives and their professional growth.
  • Have vital customer service and brand management experience with regard to reporting and auditing.
  • Applies knowledge of the full range of resources available throughout the company.
  • Consistently identify and pursue opportunities for enhancing involvement and contributions to improving customer service on social media and email.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Regularly keep performance metrics results in check and ensure adequate performance evaluation procedures, highlighting concerns that impact team performance.
  • Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
  • Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs.

You might be a strong candidate if you:

  • Have been with the company for at least 2 years.
  • Have knowledge of what’s happening in other markets we are present in and how to escalate and navigate queries in regards to them.
  • Have a great comprehension of Call Centre functions and how the Social Media team fits into the company.
  • Have a grasp of how other departments operate in Zambia & other countries where Sun King is present and how to manage escalations between them.
  • Have a good track record of performance.
  • Are proficient with technology, especially computers, software applications and phone systems
  • Have good coherence, data interpretation and presentation skills.
  • Have exceptional verbal and written communication skills
  • Have a strong apprehension of company products, policies and services
  • Have the ability to coach, train and motivate employees and evaluate their performance.
  • Have excellent Problem solving, guidance, and customer service skills.
  • Have efficiency and a passion for customer service.
  • Have the ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
  • Have strong coaching and people skills.
  • Have the ability to deal with demanding customers and escalations.
  • Exhibits creative thinking.
  • Have working knowledge on what FCR is and how to measure it on social media and email.

What we offer (in addition to compensation and statutory benefits):

  • A platform for professional growth in a rapidly expanding, high-impact sector.
  • Immerse in a collaborative culture, energized by employees of Sun King who are collectively motivated by fostering a transformative, sustainable venture.
  • A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
  • Tailored learning pathways through the Sun King Center for Leadership to elevate your leadership and managerial capabilities.

About Sun King

Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash.
Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively.

Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers.

Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families.
Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King’s workforce.