Offer summary

Qualifications:

Proven experience managing high-volume social media interactions (150+ daily minimum)., Exceptional written and verbal English communication skills., Demonstrated proficiency with social media management platforms, particularly Sprout., Experience in customer service or community management..

Key responsabilities:

Manage and respond to 400+ daily customer interactions across social media platforms.

Foster community engagement through proactive interaction and timely responses.

Monitor and address customer feedback, ensuring positive resolution of concerns.

Generate insights from customer interactions to improve community engagement.

Job description

This is a remote position.

Role Name: Social Media Community Manager

Schedule:

40 hours/week, Wednesday through Sunday

Client Time zone: Pacific Time (PST)

Client Overview

Join a thriving, modern jewellery brand that’s making waves in the fashion industry. This established e-commerce company connects with thousands of passionate customers daily through their vibrant social media presence. With a dedication to quality and customer satisfaction, they’ve built a loyal following that actively engages with their brand across multiple platforms.

Job Description

Step into an exciting role as the voice of a premium jewellery brand across social media platforms. You’ll be at the heart of customer engagement, managing a dynamic community of fashion enthusiasts and jewellery lovers. This position offers the perfect blend of customer service, community management, and brand advocacy, where you’ll handle high-volume interactions while maintaining the brand’s professional and friendly tone. Using modern tools like Sprout Social, you’ll be instrumental in fostering meaningful connections between the brand and its community.

Responsibilities

Manage and respond to 400+ daily customer interactions across social media platforms
Provide expert assistance with product inquiries and promotional information
Foster community engagement through proactive interaction and timely responses
Monitor and address customer feedback, ensuring positive resolution of concerns
Escalate complex issues to appropriate internal teams
Track and analyse customer sentiment and engagement patterns
Document frequently asked questions and emerging trends
Generate insights from customer interactions to improve community engagement
Maintain brand voice and tone across all communications
Collaborate with the customer service team for seamless support

Requirements

Proven experience managing high-volume social media interactions (150+ daily minimum)
Exceptional written and verbal English communication skills
Demonstrated proficiency with social media management platforms, particularly Sprout
Strong multitasking abilities while maintaining attention to detail
Experience in customer service or community management
Ability to work independently and meet response time targets
Professional demeanour with a friendly, engaging communication style
Fast and accurate typing skills
Comfortable working Wednesday through Sunday schedule
Available during Pacific Time zone business hours
Experience with Slack and modern communication tools
Proven track record of maintaining quality in fast-paced environments