About the job
We are a dynamic, social-first brand seeking a Community Manager to cultivate, safeguard, and expand our thriving online community across various platforms seven days a week. This pivotal role focuses on social engagement, providing real-time responses to customers and fans, while upholding a consistent and authentic brand voice. You will collaborate closely with the Customer Experience team to ensure every community member feels seen, heard, and supported.
If you possess exceptional organizational skills, empathy, and a passion for building relationships through social media—with a great sense of humor—this opportunity is perfect for you.
Key Responsibilities
- Manage daily community engagement across social platforms including Instagram, TikTok, Facebook, and more as needed.
- Provide timely, friendly, and on-brand responses to comments, DMs, tags, and mentions.
- Maintain high response-time performance while adhering to internal SLA (response time standards).
- Address customer support inquiries and work with the Customer Experience team to resolve issues effectively.
- Handle sensitive or complex conversations with professionalism and empathy.
- Identify recurring themes, FAQs, and product feedback from the community, relaying insights to CX, Marketing, and Product teams.
- Support a rotating schedule ensuring 7-day coverage, including evenings and weekends when necessary.
- Help refine and evolve the brand’s voice in social interactions—especially through witty, playful, and trend-aware communications.
- Engage with top fans, creators, and advocates to foster micro-communities and deeper engagement initiatives.
- Monitor community sentiment, flagging emerging issues, risks, or opportunities in real-time.
- Collaborate with Social and Content teams by sharing community insights to inspire content ideas and trends.

