Global Digital Participant Support & Social Monitoring

I’m gearing up for a large-scale, global fundraising event scheduled for three weeks in February 2027 and I need two seasoned freelancers—one based in New Zealand, the other in Canada—to keep our participants informed and our online spaces positive.

During your own market’s core hours you’ll:

• Respond promptly to participant enquiries of every kind—general information, technical issues, and detailed event-related questions—making sure answers are clear, friendly, and consistent with our FAQ and tone guidelines.
• Keep a close eye on Facebook and Instagram, engaging with posts, answering public questions, and sharing UGC-content.
• Flag or escalate anything sensitive (security concerns, safeguarding issues, potential PR risks) so our central team can act fast.

What success looks like
✔ Average first-response time under one hour during your shift
✔ Accurate records of every enquiry and action taken, logged in our CRM (HubSpot)
✔ Smooth escalation flow with zero missed critical incidents
✔ A community feed that feels welcoming, supportive, and on-brand
✔ Helping to build our UGC library across all markets

You’ll have access to our knowledge base, brand voice guide, escalation matrix, and a direct Slack channel to the headquarters team, based in Perth, Western Australia. Experience in community management tools (e.g. Sprout, or Meta Business Suite) is ideal.

Quebec-French fluency and te reo Māori writing capability will be favoured.

If you’re an empathetic communicator who can juggle chat, email and comment threads while keeping your cool, I’d love to hear how you can help our participants feel valued and heard in the lead-up to, and during, this flagship event. Training will be provided in early January 2027.