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Interested in working for one of the world’s top social media agencies? Ignite Social Media is the original social media marketing agency and a leader in the field.

About the role

This hybrid position focuses on managing both reactive and proactive social media communities for large brands. You’ll work closely with other community management staff, clients, and experts from other disciplines within the agency. The role requires in-person work every Monday and Tuesday in either Cary, NC or Birmingham, MI.

This role centers on engagement work in the channels of a major retail brand. The ideal candidate is passionate about social media-driven brand engagement, proactive, detail-oriented, and comfortable collaborating with clients and internal teams to meet goals.

Responsibilities

• Work daily social media reactive shifts to provide impactful community engagement using the brand’s established community guidelines, specifications, and processes.
• Optimize channel engagements by creating new social responses and suggesting new processes or workflows.
• Participate in on-call rotations during agency business hours.
• Identify and flag user-generated content (UGC) that the client brand can potentially leverage.
• Use Sprinklr to analyze volume, brand risk flags, PR crises, trends, and other client-specific metrics.
• Assist with scheduling team shifts and updates.
• Onboard and train new team members to work reactive shifts after mastering them yourself.
• Collaborate and problem-solve to ensure client goals and objectives are met.
• Cover weekend on-call shifts if needed (compensated accordingly).

Requirements

• 3–5 years of experience in consumer-facing social media reactive work, preferably for large retail brands (agency experience a plus).
• Customer service-oriented with strong patience and empathy in social responses.
• Exceptional written and verbal communication skills.
• Highly organized, detail-oriented, and professional.
• Professional experience using social media platforms for brands (Facebook, X, Instagram, Instagram DMs, TikTok, YouTube, etc.).
• Experience with third-party community management tools (Sprinklr or Sprinklr certifications a plus).

Nice to have

• Experience working with a hybrid team or hybrid office model.

Benefits

• Competitive salary.
• Full benefits package.
• Mystery trips, including an annual out-of-town trip.
• A trendy and fun workplace.
• A steady stream of interesting clients.
• A team of expert colleagues.