Community Manager, Social Media

About the role

This is a contract role through June 30, 2027, with possibility of extension. Our client within the Tech Industry is looking for a Community Manager to join their team!

Responsibilities

• Lead daily 1:1 interactions across X, Instagram, TikTok, Threads, Facebook, Reddit, YouTube comments, and emerging platforms.
• Manage inbound DMs, replies, tags, mentions, and relevant social conversations with speed, empathy, and clarity.
• Maintain brand voice while adapting tone to platform norms, audience expectations, and the context of each interaction.
• Build trust and strengthen community relationships through thoughtful, human, and brand-safe engagement.
• Identify high-value engagement opportunities, including creators, superfans, critics, cultural moments, and audience conversations that could drive relevance or affinity.
• Support community growth by identifying moments that increase participation, advocacy, reach, and ongoing audience connection.
• Help shape and execute the brand's reactive engagement approach across social platforms.
• Tailor messaging, pacing, and engagement style to each platform's culture and audience behavior.
• Monitor trends, cultural moments, sentiment shifts, platform conversations, and emerging audience behaviors in real time.
• Identify emerging subcultures, creators, conversation clusters, and audience signals relevant to the brand.
• Flag recurring themes, audience questions, product perceptions, competitive mentions, and cultural shifts that may impact brand strategy or content planning.
• Translate day-to-day community observations into clear recommendations for engagement, content, and reporting.
• Monitor for potential brand, product, platform, community, or reputation risks.
• Identify early signals of negative sentiment, misinformation, service issues, customer frustration, or sensitive conversations.
• Escalate issues through the appropriate workflows with clear context, recommended action, and urgency level.
• Support real-time response execution during high-visibility moments, launches, sensitive topics, or emerging issues.
• Identify support-related questions, product issues, troubleshooting needs, and customer concerns across social channels.
• Route inquiries to the appropriate internal teams or support resources while maintaining a helpful and empathetic customer experience.
• Track escalations and follow-through needs to ensure issues are handled consistently and appropriately.
• Identify repeated support themes that may require broader content, product, or communications follow-up.
• Track engagement wins, sentiment trends, reactive moments, emerging risks, and recurring community themes.
• Build reports that clearly highlight what worked, what did not, what we learned, and what should happen next.
• Translate qualitative community feedback into actionable insights for product, brand, content, support, and leadership stakeholders.
• Maintain tagging systems and dashboards to support consistent measurement and reporting.
• Partner with analysts and social leads to ensure community insights are reflected in broader performance narratives and strategic recommendations.
• Partner with cross-functional teams, including PR, Legal, Product, Customer Support, Marketing, or Communications.
• Contribute to playbooks, response guidance, operational workflows, and community best practices.

Qualifications

• 3 to 5+ years of experience managing social media communities for a brand, agency, creator, platform, or similar organization.
• Deep familiarity with social platform cultures, audience behaviors, norms, and unwritten rules.
• Strong writing skills with the ability to shift tone quickly, precisely, and appropriately by platform and situation.
• Strong judgment and the ability to make fast, informed decisions in high-pressure or high-visibility moments.
• Ability to identify engagement opportunities, flag risks, and escalate issues with clear context and recommended next steps.
• Comfort working within brand voice, governance, moderation, legal, PR, and escalation guidelines.
• Strong attention to detail, organization, tagging discipline, and reporting accuracy.

Preferred Experience

• Experience with social listening, publishing, or community management tools such as Sprinklr, Opal, Brandwatch, Sprout, or similar platforms.
• Experience working with cross-functional teams, including PR, Legal, Product, Customer Support, Marketing, or Communications.
• Familiarity with creator ecosystems, advocacy, user-generated content, and community-building best practices.
• Experience translating social conversation and qualitative audience feedback into actionable reporting.
• Experience supporting crisis monitoring, sentiment tracking, or issue escalation workflows.

Benefits

Compensation Range: $67k - 70k per year. This pay range is Client-specific for the opening advertised.

Benefits:

• Employer contributions toward the cost of employee-only medical and dental premiums.
• Vision - opt-in available.
• 401(k).
• PTO.
• Laptop.
• Life Insurance, Disability Insurance, AD&D coverage.
• Short-term Disability, Accident, Cancer/Critical Illness, Pet insurance - opt in available.