Responsibilities

• Community moderation and monitoring
• Reactive and proactive engagement between a brand and its online communities
• Guide and create meaningful social media conversations
• Apply expertise of channel and social media nuances and community members’ online behaviors to optimize channel engagement or workflows
• Provide insight and recommendations to client and internal team on how to optimize for max community engagement
• Share any trends/flags with internal team to share with the client
• Identify and flag UGC the brand can potentially leverage as organic or ad posts
• Using a third-party tool, you will be responsible for assigning, evaluating, responding, and escalating per client-provided engagement guidelines, including:
• First-touch reactive response and triage of inbound comments, mentions, page posts on the brand’s Facebook, X, Instagram and their Inbox, and TikTok channels
• Removing or flagging spam and inappropriate community posts as defined in the engagement guidelines
• Escalating customer service inquiries to the customer care team
• Swift identification, risk assessment, and escalation of potential HR or PR issues
• Engaging with customized positive comments using the appropriate brand voice
• Contributes to the ongoing optimization of community engagement strategy
• Ensures proper execution of community engagement strategies
• Pays attention to any inconsistencies or issues within the social media tool and escalates
• Collaborates with internal team to ensure overall client goals and objectives are met

Requirements

• Must be open and available to work a mix of 7-9 PM EST shifts any day of the week, along with up to 8 hours on Saturdays and/or Sundays between the hours of 9 AM – 5 PM EST.
• 2+ years of experience in consumer-facing marketing (agency experience a plus) OR 1.5+ years’ experience managing online communities for consumer brands (retail experience a plus)
• Professional experience using social media platforms for brands (Facebook, X, Instagram, TikTok)
• Experience with third-party community engagement tools (e.g., Sprinklr, Social Studio, Hootsuite, Emplifi, HootSuite, etc.)
• All work scheduled and completed based on Eastern Standard Time
• Exceptional written and verbal communication skills
• Extremely focused and organized
• Patience and empathy—customer care is a large part of this role
• Ability to move at a fast pace without sacrificing attention to detail
• Ability to follow defined workflows independently

Preferred

• Familiarity with Sprinklr would be beneficial to this role
• Customer support, reactive experience, and familiarity with Sprinklr would be beneficial to this role.