Responsibilities

• Manage daily community engagement and customer service across comments, UGC, and DM/inbox for Big Spaceship’s own channels and multiple brands responding in a unique brand voice, escalating complaints to customer affairs, and directing FAQ traffic to the website
• Active community management 5 days/week based on account needs, with weekend work expected based on volume of social conversations
• Publish all content across Facebook, Instagram, TikTok, Threads, YouTube, and other channels using social media publishing tools as well as native platform features
• Monitor trends, memes, and cultural moments in real time, pursuing reactive opportunities and proactive creative ideation and jumping in with brand-appropriate responses
• Stay up to date with monitoring and social listening, compiling regular reports that analyze community engagement metrics including on and off-channel performance
• Source, interact with, and collect compelling UGC that aligns with the brand identity
• Turn on- and off-channel comment and conversation data into clear insights and actionable recommendations, building decks that spotlight what\'s working, surface growth opportunities to see the story behind the numbers
• Collaborate with Strategy and Creative teams to implement channel strategies & social personas, report on sentiment, and stay current on platform updates
• Maintain owned channel profiles (descriptions, account hygiene, etc.)
• Own the success of client accounts you oversee, building and nurturing strong relationships

Requirements

• 1-4 years experience as a Community Manager or similar role, with a strong focus on community engagement and trend response
• Comfortable in a client facing role
• Deep understanding of social platforms, including but not limited to Instagram, TikTok, Facebook, Threads, and YouTube
• Familiarity with social publishing tools (ex: Sprout Social, Dash Hudson, Sprinklr, etc)
• Proven track record independently fostering and growing the community for large brands, ideally including prior agency experience managing client accounts
• Comfortable using AI tools to streamline reporting, monitoring, and other repetitive workflows
• Excellent, adaptable writing skills, able to shift tone and voice across brands, platforms, and audiences
• Familiarity with social performance data/analytics, using insights to adjust engagement strategy
• Interest and knowledge of pop culture a must; multicultural fluency and/or second-language proficiency a plus
• Experience with social media management/publishing tools

Preferred

• Multicultural fluency and/or second-language proficiency a plus