Responsibilities

• Monitor social media channels daily across multiple client accounts (Facebook, Instagram, LinkedIn, TikTok, YouTube, X) for comments, mentions, messages, and engagement opportunities
• Respond promptly and authentically to audience comments, questions, and direct messages on behalf of clients, maintaining brand voice and tone
• Engage proactively with followers by liking, commenting on, and sharing relevant user-generated content that aligns with brand values
• Foster positive community sentiment by building genuine connections with audience members and creating a welcoming brand presence
• Manage community interactions according to client-specific guidelines, escalation protocols, and brand voice documents
• Track response times and maintain high standards for timely, helpful, and on-brand community engagement
• Identify and flag urgent or sensitive comments requiring immediate attention or escalation to Client Success teams
• Communicate with followers in a manner that builds brand loyalty, encourages repeat engagement, and creates positive brand associations
• Monitor brand mentions, tags, and conversations across social platforms and the broader internet to track sentiment and identify engagement opportunities
• Track and respond to online reviews on Facebook, Google, Yelp, and other review platforms in coordination with client preferences

Requirements

• 1-3 years of experience in social media management, community management, customer service, or digital marketing (internships and relevant academic experience welcome)
• Strong understanding of major social media platforms including Facebook, Instagram, LinkedIn, TikTok, YouTube, and X (Twitter)
• Exceptional written communication skills with ability to adapt tone and voice to match different brand personalities
• Genuine empathy and customer service orientation with ability to handle inquiries, complaints, and feedback professionally
• Strong attention to detail and proofreading skills to ensure error-free, on-brand communications
• Organizational skills with ability to manage multiple client accounts, conversations, and tasks simultaneously
• Familiarity with social media management tools (Hootsuite, Sprout Social, Later, Buffer) or willingness to learn quickly
• Basic understanding of social media analytics and metrics (engagement rate, reach, impressions, sentiment)
• Comfort working in a fast-paced environment with shifting priorities and high-volume engagement
• Self-motivated and proactive with ability to take initiative and work independently

Preferred

• Experience with influencer marketing, creator partnerships, or brand ambassador programs
• Familiarity with influencer discovery platforms (AspireIQ, Upfluence, CreatorIQ, or similar)
• Understanding of FTC disclosure requirements and influencer marketing compliance
• Knowledge of online reputation management and review platforms
• Experience with social listening tools (Brandwatch, Mention, Sprout Social)
• Background in customer service, hospitality, or client-facing roles
• Interest in content creation, photography, or videography
• Familiarity with AI-powered tools for content creation or community management
• Understanding of basic graphic design tools (Canva, Adobe Express)
• Active personal social media presence demonstrating platform knowledge and engagement skills

Benefits

• Health, dental, and vision insurance
• 401K after one year of employment
• 2 Weeks (80 Hrs) Paid Time Off [Additional 40Hrs at 3 Years]
• 3 Sick/Mental Health Days
• 8 Hours Volunteer Time
• Additional PTO at holiday and management discretion
• Paid parental leave
• Professional development opportunities
• Leadership training opportunities and career advancement pathways
• A collaborative, creative, and ambitious team environment