Social Media Community Manager

Comfrt

7d•Remote

About The Position

The Social Media Community Manager owns all community-facing communication across social platforms while leading and managing a team of Social Media Community Representatives. This role sits at the intersection of primarily social and secondarily customer experience, and operations, ensuring every interaction feels friendly, timely, and aligned with Comfrt’s core values. You’ll be responsible not only for day-to-day community engagement, but also for team leadership, tooling, workflows, and cross-functional collaboration with Customer Service, E-commerce, Marketing, and Operations.

Requirements

5+ years of experience in community management, social media, or customer experience roles.
Proven experience managing and leading a team (10+ direct reports preferred).
Hands-on experience with Shopify for order management and customer support.
Strong proficiency with Meta, TikTok, YouTube, and community management tools like Sprout Social.
Experience managing creator whitelisting and collaborating with paid media teams.
Exceptional written communication skills with emotional intelligence and brand awareness.
Ability to manage high-volume community engagement while maintaining quality and empathy.

Responsibilities

Own all inbound and outbound community engagement across social platforms, including DMs, comments, replies, and story interactions.
Ensure consistent, empathetic, and brand-aligned responses across all channels.
Moderate conversations to maintain a safe, respectful, and inclusive community environment.
Escalate sensitive, high-risk, or PR-related issues appropriately.
Lead, manage, and mentor a team of 12 Community Representatives.
Set response standards, tone-of-voice guidelines, escalation protocols, and SLAs.
Oversee scheduling, coverage, quality control, and performance management.
Train new hires and continuously upskill the team on brand voice, tools, and platform updates.
Manage community workflows using Sprout Social (or similar tools) to ensure organized inbox management and timely responses.
Actively operate across Instagram, TikTok, YouTube, and Meta platforms.
Stay current on platform moderation tools, community features, and best practices.
Manage creator and influencer whitelisting across Meta, TikTok, and YouTube.
Coordinate permissions, access, and troubleshooting with creators and internal paid teams.
Ensure whitelisted content aligns with brand standards and campaign objectives.
Work closely with the Customer Service team to align messaging, resolve issues, and ensure seamless handoffs between social and CX.
Partner with E-commerce and Operations teams to address order-related questions, shipping delays, and inventory updates.
Use Shopify to reference orders, customer data, and purchase history when supporting the community.
Collaborate with Flexport and internal logistics partners to understand shipping timelines, delays, and fulfillment issues that impact community conversations.
Monitor response times, sentiment, volume, and recurring issues across platforms.
Deliver weekly and monthly reports on community health, trends, and key pain points.
Surface insights from the community to inform product feedback, CX improvements, and marketing strategy.