Responsibilities

• Manage day-to-day community management across multiple client accounts, including comments, direct messages, reviews, and audience inquiries.
• Engage across social platforms and review channels.
• Execute client-approved engagement strategies and response protocols, ensuring timely, accurate, and brand-appropriate replies.
• Maintain response libraries, FAQs, canned responses, and escalation documentation.
• Support crisis monitoring, issue management, and weekend or after-hours coverage as needed.
• Monitor conversations, sentiment, trends, and emerging issues across social platforms, escalating reputational risks and sensitive topics.
• Surface actionable audience insights and recurring themes to account teams.
• Provide real-time monitoring during campaigns, events, product launches, and key announcements using social listening tools.
• Develop community management and social listening reports that analyze sentiment, engagement trends, and recurring topics.
• Deliver recommendations that improve engagement, audience experience, and client performance, and present findings to internal teams and clients.

Requirements

• 4+ years of experience in community management, social media, digital marketing, communications, PR, or a related field. Must have community management experience to be considered.
• Demonstrated experience managing complex brand communities and navigating sensitive audience interactions across LinkedIn, Facebook, Instagram, X, TikTok, Reddit, YouTube, and emerging channels.
• Proven ability to work independently as a trusted resource for clients and internal teams while managing multiple priorities in a fast-paced environment.
• Strong written communication, customer service, and relationship management skills, with excellent judgment and discretion.
• Familiarity with social media reporting, analytics, and organic social strategy. Hands-on experience with social listening and community platforms such as Sprout Social, Sprinklr, Hootsuite, Muck Rack, Brandwatch, or Meltwater.
• Willingness to participate in a rotating weekend coverage schedule (approximately every third weekend).
• Agency experience and a track record supporting healthcare, regulated, B2B, technology, nonprofit, or enterprise brands.