Social Media Community Manager
About The Position
Tin Can is hiring a Social Media Community Manager to own conversations with families across its social media channels. The role manages direct messages and comments from end to end, ensuring timely, on-brand responses during periods of high volume and limited coverage. The manager works in Sprout Social and Meta Business Suite across Instagram, TikTok, Reddit, and Facebook, deciding when to respond directly, route issues to Customer Support, or escalate concerns to leadership. The role works closely with the Social Media Specialist and Customer Support Specialists and reports to the Head of Brand Strategy & Communications. The position includes monitoring and triaging conversations, coordinating handoffs for order, shipping, and account issues, aligning replies with the content calendar, tracking response times, volume, and sentiment, and reporting weekly trends. Tin Can describes itself as a small, mission-driven team building a modern, safety-focused home phone for families. The role offers ownership to help shape the work and influence the customer journey, retention, and revenue.
Requirements
- Prior experience in community management, social customer care, or social-support work.
- Ability to manage high-volume direct messages and ad comments across Instagram, TikTok, Reddit, and Facebook without leaving conversations unanswered.
- Clear, on-brand writing and ability to maintain a brand voice under pressure.
- Ability to distinguish between conversations to answer directly, escalate, or hand off.
- Comfort working potential weekends and holiday-season surges, with PTO coverage.
- Collaborative approach and willingness to involve support or social colleagues when an issue is outside the role's remit.
Nice To Haves
- Experience with Sprout Social and/or Meta Business Suite.
- Familiarity with Tin Can and a preference for phone calls over texting.
Responsibilities
- Monitor and respond to direct messages and comments across Instagram, TikTok, Reddit, and Facebook.
- Use Sprout Social and Meta Business Suite to manage conversation volume, tag conversations for reporting, and reply to threads.
- Triage inbound conversations by severity and route sensitive or escalation-worthy threads to support or leadership.
- Coordinate with the Customer Support Specialist to hand off order, shipping, and account issues cleanly.
- Coordinate with the Social Media Specialist so replies align with the live content calendar.
- Track response time, conversation volume, and sentiment trends, and flag spikes before they become a backlog.
- Ensure every reply reflects Tin Can's brand voice.
- Provide weekly volume and trend summaries to the Head of Brand Strategy & Communications.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
