Community Manager

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.