Social Media Community Manager

About the Role

For many parents, a direct message (DM) or comment is their first real interaction with Tin Can outside of the product itself. During busy periods like the holidays, these interactions increase significantly. A delayed response, a missed comment, or a tone that doesn’t align with our brand isn’t just a missed engagement metric—it’s a family we didn’t get to reassure. The Social Media Community Manager owns this conversation end-to-end, across all platforms.

Responsibilities

• Monitor and respond to DMs and comments across Instagram, TikTok, Reddit, and Facebook
• Work inside Sprout Social and Meta Business Suite to manage volume, tag conversations for reporting, and reply to threads
• Triage inbound conversations by severity, routing sensitive or escalation-worthy threads to support or leadership
• Partner with the Customer Support Specialist to hand off order, shipping, and account issues cleanly
• Coordinate with the Social Media Specialist to ensure replies align with the content calendar
• Track response time, volume, and sentiment trends, and flag spikes before they become a backlog
• Maintain Tin Can’s brand voice in every reply
• Report weekly volume and trend summaries to the Head of Brand Strategy & Communications

Requirements

• Prior experience in community management, social customer care, or social support
• Comfortable managing high-volume DMs and ad comments across Instagram, TikTok, Reddit, and Facebook without letting anything go unanswered
• A clear, on-brand writer who can maintain the brand voice under pressure
• Able to distinguish between issues to answer, escalate, or hand off
• Willingness to work potential weekends and holiday-season surges, with PTO coverage
• Collaborative and proactive in looping in support or social teams when needed

Qualifications

• Bonus: Experience with Sprout Social and/or Meta Business Suite
• Extra bonus: Familiarity with Tin Can and a preference for phone calls over texting

Why Join Tin Can

• Mission-driven impact: We’re building tech that protects childhood, giving kids a more analog experience with real conversations and less screen time.
• Shape something meaningful: This role is yours to build from the ground up, with the freedom to define success and own the results.
• Broad influence: Your work touches nearly every part of the customer journey, impacting retention and revenue across the board.
• Small, high-trust team: We’re a mission-driven group that genuinely supports each other, professionally and personally. Your ideas matter from day one.

Compensation Range: $68K - $83K