Job details
Community Manager - Job Summary
Manage and grow the online community by engaging with customers and fans across social platforms, maintaining brand voice, and partnering with Customer Experience to ensure community members feel seen, heard, and supported.
Key Responsibilities
- Own day-to-day community management across social platforms like Instagram, TikTok, Facebook, and others.
- Respond to comments, DMs, tags, and mentions in a timely, friendly, and on-brand manner.
- Maintain strong response-time performance within internal SLA standards.
- Triage customer-support inquiries and collaborate with Customer Experience to resolve issues.
- Escalate sensitive or complex conversations while keeping interactions empathetic and professional.
- Identify recurring themes, FAQs, and product feedback and share insights with CX, Marketing, and Product teams.
- Support a rotating schedule providing 7-day coverage including evenings and weekends.
- Help maintain and evolve the brand’s social voice with witty, playful, and trend-aware interactions.
- Identify and engage top fans, creators, and advocates; support micro-community development and 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 inspire content and trends.
Requirements
- 2+ years experience in community management and/or social media for a consumer brand (DTC, fashion, lifestyle preferred).
- Proven ability to manage high-volume inbound messages across multiple platforms.
- Excellent written communication with ability to adapt voice to brand tone, including humor.
- Highly empathetic and customer-focused; comfortable handling sensitive or escalated situations.
- Strong organizational skills and ability to work efficiently in fast-moving environments.
- Experience with customer support and social tools such as Zendesk, Gorgias, or similar systems.
- Availability to work a schedule supporting 7-day coverage including rotating evenings and weekends.
Additional information about the company collected by GoodWord
About Activate Talent
siteWhat Our Employees Say
- Activate Talent offers remote-first work policies, providing employees with significant flexibility in their work arrangements. (www.activatetalent.com)
- The company emphasizes continuous learning and professional development, giving employees strong opportunities for growth. (www.activatetalent.com)
- Activate Talent fosters a collaborative and supportive team culture, which is highlighted as a core company value. (www.activatetalent.com)
Challenges You Might Face
- As a growing company, Activate Talent may have fewer established processes, which could result in operational ambiguity for new hires. (www.glassdoor.com)
- The fast-paced environment at Activate Talent is not suited for individuals who prefer more predictability or a slower pace. (www.glassdoor.com)
- Limited information is available about health and wellness benefits, potentially making benefits less competitive than at larger firms. (www.activatetalent.com)