Community Manager (Freelancer)

WITHIN • New York, NY

1d • Remote

About The Position

WITHIN is hiring a hands-on social community manager to manage consumer brands’ communities across Instagram, TikTok, Facebook, and YouTube. The role involves daily monitoring and responding to comments and direct messages, proactive participation in relevant conversations, and helping audiences feel looked after. Initial brand assignments may include a workwear brand, a social contest for a spirits brand, and real-time community management for another spirits brand during a major live event.

The manager works within each brand’s voice, response matrix, FAQ, approval process, and contracted scope. They track product requests, recurring complaints, and sentiment, identify timely trends, and provide information for monthly reporting. The role also uses AI to support drafting, triage, and summaries, while keeping documented workflows in shared team accounts.

This is a freelance, remote role. The posting requests resumes in English. The interview process may include typing and English tests and an Excel logic assessment.

Requirements

• Perfect written English; the role is client-facing in public every day.
• At least 2 years of hands-on community management experience for consumer brands, ideally at an agency.
• Daily fluency in Instagram and TikTok culture.
• Experience with Sprout Social or a similar tool and social listening tools such as TalkWalker.
• Comfort using AI tools in daily work.
• Fast, organized, and reliable on a daily cadence, including during launches and live moments.
• Hard-working approach, interest in brand business beyond individual comments, and alignment with WITHIN’s stated values: Fight for every inch, Wear the bucket, Be real, and Get curious.

Nice To Haves

• Experience with X.

Responsibilities

• Run inbox sweeps at least twice daily, in the morning and late afternoon, using Sprout Social across Facebook, Instagram, YouTube, and TikTok.
• Respond in each brand’s voice, prioritizing purchase intent, then fit and product questions, then issues.
• Route sizing and refund questions to the brand’s customer service team.
• Find and join conversations proactively through comment marketing, using TalkWalker and native search.
• Follow brand response matrices and FAQs, escalate sensitive matters quickly, and comply with brand approval requirements before posting.
• Spot trends in real time and suggest timely comments and replies.
• Log product requests, recurring complaints, and sentiment, and contribute to a monthly report for the account team.
• Use AI tools for drafting replies, triage, and summaries.
• Document workflows and run them from shared team accounts rather than a personal machine.
• Stay within the contracted scope of work; paid-ad comments are out of scope unless added by the client.

Benefits

• Unlimited vacation policy.
• Monthly phone, internet, and food stipend.
• Health insurance coverage.
• Base salary determined by experience and ability level for full-time employees; compensation details are not specified for this freelance role.

What This Job Offers

• Career Level: Mid Level
• Education Level: No Education Listed