Community Manager

Responsibilities

• Monitor comments, mentions and DMs across assigned social channels during your scheduled hours
• Answer product and brand questions clearly, accurately and in Techless’s voice, using approved information and internal resources
• Prioritize questions and messages that need a response
• Decide when a public reply is helpful, when a conversation should move to DM or customer support, and when no response (or deleting a comment) is appropriate
• Escalate sensitive, unusual or potentially consequential conversations promptly. You’ll know when to bring in customer support, a product expert, your manager, or the CMO
• Track open conversations so people receive follow-up rather than falling through the cracks
• Identify recurring questions, objections, complaints, and misconceptions. Share what you’re hearing with the marketing team so we can improve our content and customer experience. Likewise, share information with the product team and customer service where applicable
• Help build and maintain a practical response guide with approved answers, brand voice examples, and escalation rules
• Work with the marketing and customer support teams to make sure public responses and private follow-up are consistent

Requirements

• Excellent writing skills. You can give a direct answer that sounds warm and human, even when the question is complicated, or the person asking is upset.
• Sound judgment. You know the difference between a straightforward question you can answer, a situation that needs verification, and one that needs immediate escalation.
• Care with facts. You check information before making claims and are comfortable saying you need to confirm an answer.
• Empathy and composure. You can acknowledge frustration without becoming defensive, making promises you can’t keep, or arguing in public.
• Strong organization. You can manage several conversations at once, keep track of follow–ups, and notice what has been missed.
• Curiosity and initiative. You want to learn the product, understand why people ask the questions they do, and improve the way we respond over time.
• Familiarity with social media comments and DMs. Professional experience managing a brand account is helpful, but not required.

Preferred

• Excellent writing skills. You can give a direct answer that sounds warm and human, even when the question is complicated, or the person asking is upset.
• Sound judgment. You know the difference between a straightforward question you can answer, a situation that needs verification, and one that needs immediate escalation.
• Care with facts. You check information before making claims and are comfortable saying you need to confirm an answer.
• Empathy and composure. You can acknowledge frustration without becoming defensive, making promises you can’t keep, or arguing in public.
• Strong organization. You can manage several conversations at once, keep track of follow–ups, and notice what has been missed.
• Curiosity and initiative. You want to learn the product, understand why people ask the questions they do, and improve the way we respond over time.
• Familiarity with social media comments and DMs. Professional experience managing a brand account is helpful, but not required.