Community Manager

About you:

You are a solution focused problem solver who thrives in a fast-paced, exciting environment. You’re a strategic and analytical self starter with experience at an agency and/or with a brand. With a pulse on social media, you have a data and insights mindset, always communicating the most up-to-date information to your team. Able to embrace ambiguity and changes to find, and effectively communicate data driven, business solutions to the client and your team. You’re continually looking to grow and be challenged, and comfortable championing this with your team.

About the Role:

We are hiring a hands-on social community manager. This is all you do: you live in our brands' Instagram, TikTok, Facebook and YouTube comments and DMs every day, and you make those communities feel looked after.

You will start on a few consumer brands, for example:

• A workwear brand: daily inbox sweeps, replies, and at least 15 proactive outbound comments a week, plus product-request logging and sentiment tracking.
• A spirits brand: a month-long social contest where community management needs to be on fire the whole time.
• A second spirits brand: real-time community management and live reactions around a major live moment.

Responsibilities include, but are not limited to:

• Run inbox sweeps at least twice a day (morning and late afternoon) in Sprout Social across Facebook, Instagram, YouTube and TikTok.
• Reply in each brand's voice, in priority order: purchase intent first, then fit and product questions, then issues. Route sizing and refund questions to the brand's customer service.
• Find and join conversations proactively (comment marketing), using TalkWalker and native search.
• Follow each brand's response matrix and FAQ, escalate anything sensitive fast, and never post without the approvals the brand has set.
• Spot trends in real time and suggest timely comments and replies.
• Log product requests, recurring complaints and sentiment, and feed a monthly report to the account team.
• Use AI to work faster (drafting replies, triage, summaries), and keep every workflow documented and running from shared team accounts, not your own machine.
• Stay inside contracted scope (for example, paid-ad comments are out of scope unless the client adds them)

Requirements:

• Perfect written English. This role is client-facing in public every day.
• 2+ years of hands-on community management for consumer brands, ideally at an agency.
• Daily fluency in Instagram and TikTok culture; X experience is a plus.
• Experience with Sprout Social (or a similar tool) and social listening tools such as TalkWalker.