Online Community Manager

Key Responsibilities

• Engage with community members across social and community platforms, responding to questions and providing timely support
• Moderate conversations and manage community rules, settings, and overall health
• Triage and escalate issues as needed to the appropriate internal teams
• Monitor and analyze community sentiment, trends, and feedback
• Share insights from social listening to help inform engagement strategies
• Partner cross-functionally with teams including Marketing, Public Relations, Product, Incident Management, and Customer/Member Support
• Contribute to standard operating procedures and ongoing process improvements

Preferred Qualifications

• 3+ years of experience in social media customer service and/or community management
• Hands-on experience with moderation tools and social/community platforms
• Strong written communication skills with a customer-first, empathetic approach
• Familiarity with social media management platforms such as Sprinklr, Khoros, Sprout Social, SparkCentral, Buffer, or Conversocial
• Basic understanding of financial services or banking concepts is a plus