Responsibilities

• Manage daily inbound and outbound communication across assigned social platforms — responding to comments, DMs, mentions, and story interactions in a timely and authentic manner
• Answer customer questions, resolve issues, and provide support through social channels, ensuring every interaction reflects Comfrt's empathetic brand voice
• Engage authentically with community members, building genuine relationships that increase brand loyalty and advocacy
• Identify and surface trending conversations, memes, and cultural moments relevant to Comfrt's brand and audience
• Moderate community conversations across assigned platforms, enforcing community guidelines to maintain a safe, respectful, and inclusive environment
• Flag and escalate sensitive, high-risk, or PR-related issues to the Director of Community Management for guidance and resolution
• Maintain awareness of community sentiment and watch for patterns that could impact brand reputation
• Meet response SLAs established by the Director, ensuring no customer inquiry goes unanswered
• Use Sprout Social and assigned platform tools to organize, prioritize, and action inquiries consistently
• Stay up to date on platform features, algorithm changes, and best practices for assigned channels

Requirements

• 1-3 years of experience in social media management, community management, customer service, or a related field
• Hands-on experience managing social inboxes or engaging communities on Instagram, TikTok, Facebook, or similar platforms
• Experience working in a fast-paced, consumer-facing environment (e-commerce or DTC experience a plus)
• Familiarity with social media management tools such as Sprout Social, Hootsuite, or similar platforms
• Exceptional written communication skills with a sharp eye for tone and voice — able to match and maintain brand voice across different platforms
• Strong customer service instincts and genuine empathy for customers
• Ability to stay calm and professional during high-volume periods or when handling difficult customer situations
• Organizational skills to manage multiple conversations, platforms, and priorities simultaneously
• Comfortable learning and working with new tools and platforms
• Data-aware mindset — comfortable tracking metrics and translating them into insights for leadership

Benefits

• generous paid time off
• company-covered health insurance
• 5% 401k match
• discounts on all Comfrt products
• remote environment