Responsibilities

• Own all inbound and outbound community engagement across brand social platforms, including DMs, comments, replies, and story interactions
• Actively engage with our audience by liking, commenting, and joining conversations on our content
• Build relationships with our influencer and ambassador partners by actively engaging with their content.
• Bring our brands into culturally relevant conversations through regularly engaging with health and wellness content.
• Moderate conversations to maintain a safe, respectful, and inclusive community environment
• Escalate sensitive, high-risk, or PR-related issues appropriately
• Ensure consistent, empathetic, and brand-aligned responses across all channels
• Own responses to all paid whitelisting comments (Meta channels, TikTok)
• Manage community workflows using Sprout Social (or similar tools) to ensure organized inbox management and timely responses
• Actively operate across Instagram, TikTok, YouTube, and Meta platforms
• Stay current on platform moderation tools, community features, and best practices
• Work closely with the Customer Service team to align messaging, resolve issues, and ensure seamless handoffs between social and CX
• Monitor response times, sentiment, volume, and recurring issues across platforms
• Deliver weekly and monthly reports on community health, trends, and key pain points
• Surface insights from the community to inform product feedback, CX improvements, and marketing strategy

Requirements

• 1-2 years of experience in community management, social media, or customer experience roles
• Experience working as a part of a fully remote team
• Experience working with Google Suite, ClickUp, and Slack experience preferred
• Strong proficiency with Meta, TikTok, YouTube, and community management tools like Sprout Social
• Exceptional written communication skills with emotional intelligence and brand awareness
• Comfortable working across multiple brands and accounts

Benefits

• Fully remote role (work from anywhere!)
• Work across two fast-scaling global wellness brands
• Exposure to high-performance teams
• Clear ownership and autonomy in your role
• A no-politics, flat management structure that is results-focused
• Flexible working structure with accountability
• Opportunity to grow as the brands expand internationally
• Competitive salary based on experience
• Product and health allowance every month
• Work alongside team members across NZ, Australia, US, UK, SEA and UAE