Community Manager (Social Media)

Boston, MA (Hybrid)

$70K/yr – $90K/yrMid Level2+ years expFull time

Posted 2 weeks ago

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Job Summary

Own social community management and brand engagement across core platforms, with a focus on real-time interaction, tone of voice, and escalation guardrails.

Community Ownership: Manage comments, DMs, and content publishing to sustain a premium brand experience.
Cross-Functional Collaboration: Align with CX and product/marketing to resolve questions fast and surface trends.
Risk & Content Governance: Monitor mentions and conversations to flag issues, escalate when needed, and enforce guidelines.

Job Description

Responsibilities\n

Monitor, moderate, and respond to comments and direct messages across Instagram, TikTok, YouTube, and other social platforms.
Foster a warm, engaging, and premium brand experience through thoughtful community interactions.
Partner closely with Customer Experience to ensure timely and seamless responses to customer questions and concerns.
Identify opportunities to surprise and delight community members through authentic engagement.
Monitor brand mentions, creator content, and cultural conversations to identify emerging trends, feedback, and opportunities.
Exercise sound judgment in determining when conversations should be engaged with, escalated, or left unanswered.
Escalate sensitive issues—including legal concerns, safety issues, viral misinformation, media inquiries, or potential crises—to the appropriate team.
Maintain community standards by removing spam or inappropriate content.
Report on community sentiment and recurring themes to inform marketing, product, and customer experience.
Publish and schedule content across Instagram, TikTok, and YouTube.