Social Media Community Manager

Comfrt•,

1d•Remote

About The Position

As a Social Media Community Manager, you are the voice of Comfrt on our social platforms, responsible for day-to-day community engagement, customer support, and brand-aligned interactions across assigned channels. Working under the direction of the Director of Community Management, you'll execute the community strategy by responding to customers, moderating conversations, and fostering authentic engagement that strengthens brand loyalty. This is a hands-on, customer-facing role where you'll spend your time connecting with our community members, solving their problems, and maintaining the warm, supportive Comfrt brand voice across Instagram, TikTok, Facebook, and other platforms. You'll be the friendly face behind our DMs, comments, and responses — turning customer interactions into opportunities to build lasting relationships. This is an overnight shift position with hours from 6:00 PM to 2:00 AM ET. Please note that the training schedule will be 9am - 5pm ET for two weeks

Requirements

1-3 years of experience in social media management, community management, customer service, or a related field
Hands-on experience managing social inboxes or engaging communities on Instagram, TikTok, Facebook, or similar platforms
Experience working in a fast-paced, consumer-facing environment (e-commerce or DTC experience a plus)
Familiarity with social media management tools such as Sprout Social, Hootsuite, or similar platforms
Exceptional written communication skills with a sharp eye for tone and voice — able to match and maintain brand voice across different platforms
Strong customer service instincts and genuine empathy for customers
Ability to stay calm and professional during high-volume periods or when handling difficult customer situations
Organizational skills to manage multiple conversations, platforms, and priorities simultaneously
Comfortable learning and working with new tools and platforms
Data-aware mindset — comfortable tracking metrics and translating them into insights for leadership
Deeply passionate about community and customer relationships; you see every interaction as an opportunity to strengthen brand love
Authentic and empathetic — you genuinely care about connecting people to the Comfrt brand and supporting our customers
Adaptable and calm under pressure, especially during high-volume moments or product launches
Collaborative and communicative, willing to ask questions and take feedback to improve
Genuinely curious about people, platforms, and the evolving social landscape

Nice To Haves

e-commerce or DTC experience a plus

Responsibilities

Manage daily inbound and outbound communication across assigned social platforms — responding to comments, DMs, mentions, and story interactions in a timely and authentic manner
Answer customer questions, resolve issues, and provide support through social channels, ensuring every interaction reflects Comfrt's empathetic brand voice
Engage authentically with community members, building genuine relationships that increase brand loyalty and advocacy
Identify and surface trending conversations, memes, and cultural moments relevant to Comfrt's brand and audience
Moderate community conversations across assigned platforms, enforcing community guidelines to maintain a safe, respectful, and inclusive environment
Flag and escalate sensitive, high-risk, or PR-related issues to the Director of Community Management for guidance and resolution
Maintain awareness of community sentiment and watch for patterns that could impact brand reputation
Meet response SLAs established by the Director, ensuring no customer inquiry goes unanswered
Use Sprout Social and assigned platform tools to organize, prioritize, and action inquiries consistently
Stay up to date on platform features, algorithm changes, and best practices for assigned channels
Reference tone-of-voice guidelines, response templates, and escalation protocols to maintain brand consistency while keeping interactions feeling authentic and human
Track daily, weekly, and monthly community metrics including response times, sentiment, volume trends, and engagement rates
Report on community health, emerging issues, and team performance to the Director through established reporting cadence
Flag recurring customer questions, product issues, or shipping concerns to inform leadership and operations teams
Provide customer feedback and insights to leadership that inform product development and marketing decisions
Work with Customer Service, E-commerce, Marketing, and Operations teams as directed by the Director to ensure seamless handoffs and consistent messaging
Use Shopify and other platforms to reference customer order history and purchase context when supporting community members
Communicate proactively about order-related issues, shipping delays, or inventory updates to prevent customer frustration on social