52091166101 - CX & Media Community Manager

Job Description

Position: Business Development Representative

Location: Remote (Global)

Employment Type: Full-Time

Type of contract: Independent contractor 

🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!‼️

About the Company:

A fast-growing DTC beauty and personal care brand with a strong social-first presence and a highly engaged online community. The brand receives a high volume of customer interactions across social platforms, driven by both pre-purchase curiosity and post-purchase support needs. Customer experience is a core pillar of growth and retention.

Scope of the Role:

The CX & Media Community Manager will sit within the Customer Experience function and act as the frontline voice of the brand across social media channels. This role focuses on managing inbound messages, comments, and DMs, resolving customer inquiries, and supporting the customer journey from discovery to post-purchase care. While the work happens on social platforms, the priority is CX, not content creation.

Duties and Responsibilities:

• Manage inbound customer inquiries across social media platforms (Instagram, TikTok, Facebook, etc.), including comments and DMs.
• Respond to pre-purchase questions (product usage, recommendations, shipping, policies) and post-purchase inquiries (order status, issues, returns).
• Triage and resolve customer issues with empathy, speed, and accuracy, escalating complex cases to the CX team when needed.
• Maintain consistent brand voice and tone across all community interactions.
• Monitor community sentiment and flag recurring issues, FAQs, or product feedback to the CX and internal teams.
• Collaborate closely with the CX team to ensure alignment on policies, macros, and workflows.
• Track response times, resolution rates, and common themes to support CX reporting and optimisation.
• Support product launches or promotions by managing increased inbound volume during peak periods.
  

Requirements:

• 2+ years of experience in Customer Experience, Community Management, or Social CX for a DTC or e-commerce brand.
• Strong experience handling customer inquiries via social media as a primary support channel.
• Excellent written communication skills with a warm, clear, and customer-first approach.
• Familiarity with e-commerce platforms (Shopify preferred) and CX tools (Gorgias, Zendesk, or similar).
• Ability to manage high message volume while maintaining quality and consistency.
• Strong problem-solving skills and comfort level in handling sensitive or escalated customer situations.
• Experience in beauty, personal care, or lifestyle brands is a strong plus.