Community Manager

Job Description

We’re a social-first brand looking for a Community Manager to help nurture, protect, and grow our online community across platforms 7 days a week. This role sits at the front line of social engagement—responding to customers and fans in real time, maintaining a consistent and authentic brand voice, and partnering closely with Customer Experience to ensure every community member feels seen, heard, and supported.

If you’re highly organized, empathetic, and love building relationships through social (with a strong sense of humor), this role is for you.

Key Responsibilities

• Own day-to-day community management across social platforms including Instagram, TikTok, Facebook, and other channels as needed.
• Respond to comments, DMs, tags, and mentions in a timely, friendly, and on-brand manner.
• Maintain strong response-time performance while working within an internal SLA (response time standards).
• Triage customer-support-related inquiries and collaborate with the Customer Experience team to resolve issues.
• Escalate sensitive or complex conversations appropriately while keeping interactions empathetic and professional.
• Identify recurring themes, FAQs, and product feedback from the community and share insights with CX, Marketing, and Product teams.
• Support a rotating schedule that provides 7-day coverage, including evenings and weekends as needed.
• Help maintain and evolve the brand’s voice in social—especially through witty, playful, and trend-aware interactions.
• Identify and engage top fans, creators, and advocates; support development of micro-communities and deeper engagement initiatives.
• Monitor community sentiment and flag emerging issues, risks, or opportunities in real time.
• Collaborate with Social/Content teams by sharing community insights that can inspire content ideas and trends.

Requirements

• 2+ years of experience in community management and/or social media for a consumer brand (DTC, fashion, lifestyle strongly preferred).
• Proven ability to manage high-volume inbound messages (comments + DMs) across multiple platforms.
• Excellent written communication skills with the ability to adapt voice to match brand tone (including humor).
• Highly empathetic and customer-obsessed; comfortable handling sensitive or escalated situations with maturity and care.
• Strong organizational skills and ability to work efficiently in fast-moving environments.
• Experience working with customer support and social tools such as Zendesk, Gorgias, or similar systems, plus native platform inboxes.
• Willingness and availability to work a schedule that supports 7-day coverage, including rotating evenings/weekends.

Bonus Points

• Prior experience partnering directly with Customer Experience/Support teams.
• Background in fashion, accessories, or lifestyle brands.
• Demonstrated ability to experiment with on-trend, witty replies and community-building tactics that drive engagement.

What Success Looks Like

• Community members receive fast, helpful, and on-brand responses.
• Customers feel supported and valued even in challenging situations.
• Key trends, FAQs, and feedback loops are consistently shared with internal teams.
• The brand voice remains consistent, engaging, and culturally relevant.
• Strong community sentiment, increased engagement, and loyalty-building outcomes over time.