Responsibilities

• Manage day-to-day community engagement across social platforms; responding to comments, DMs, and mentions in the brand's voice with speed and quality. Handle both proactive and reactive engagement.
• Embody the brand's social voice and tone across all interactions, adapting to different platforms and contexts while maintaining consistency and authenticity.
• Monitor brand mentions, sentiment, and relevant conversations. Surface insights from the community that inform content, strategy, and client recommendations.
• Identify and escalate potential issues, negative sentiment, or crisis situations according to established protocols. Exercise sound judgement on when and how to respond.
• Identify opportunities for the brand to join trending conversations, engage with relevant communities, or respond to cultural moments in an authentic way.
• Contribute to community performance reporting; tracking engagement metrics, sentiment trends, and notable interactions. Begin to surface observations and recommendations.
• Work closely with content creators, social strategists, and the wider social team to ensure community activity is aligned with the content calendar and broader social strategy.

Requirements

• Experience in a community management or social media engagement role, ideally within an agency environment.
• Professional fluency in English and Spanish required, including the ability to engage with audiences, draft responses, and manage community conversations in both languages.
• Proven ability to write compelling, on-brand social copy across multiple platforms.
• A solid understanding of social listening tools and community management platforms (e.g. Sprinklr, Brandwatch, or similar).
• Good communication and interpersonal skills, with some client-facing experience.
• Experience managing community engagement for well-known brands.
• Understanding of social media crisis/issue management protocols.
• A degree of some sort will help us understand your background and point of view.

Preferred

• Experience working on automotive is beneficial although not essential.