Community Manager Specialist

Accountabilities: You will oversee day-to-day community interactions across assigned client accounts, ensuring that customer conversations are handled accurately, consistently, and in line with established brand standards. Manage community engagement across TikTok, Instagram, Facebook, Reddit, and other relevant social or commerce platforms. Monitor comments, direct messages, mentions, tags, reviews, and other incoming customer interactions. Respond using approved brand voices, community guidelines, FAQs, and escalation procedures. Identify and escalate customer service issues, product concerns, sensitive conversations, and potential brand risks. Maintain accurate escalation records and route issues to the appropriate internal or client teams. Track conversation volume, response times, sentiment, recurring questions, and emerging customer themes. Share customer insights with Organic Social, Creator Marketing, Lifecycle, and commerce teams to inform content and campaign strategies. Moderate communities by removing or flagging spam, harmful content, and policy violations in accordance with established guidelines. Support engagement around campaigns, product launches, creator activations, and promotional activities. Maintain response libraries, FAQs, escalation documents, and account-specific community guidelines. Contribute to community reporting by documenting notable conversations, key trends, and actionable recommendations. Help meet response-time and service-level expectations across assigned accounts during established business hours. Support TikTok Shop operations when required, including Seller Center monitoring, account notifications, product listing updates, promotional setup, merchandising changes, inventory checks, and campaign tracking. Assist with product eligibility checks, promotion validation, Shop Challenges, and platform connections such as TikTok Ads and Seller Center. Monitor fulfillment, listing, policy, inventory, and account issues, troubleshooting operational problems and escalating them when necessary. Maintain TikTok Shop trackers, account documentation, recurring task lists, and operational reports. Coordinate with Organic Social, Creator Marketing, Lifecycle, Social Commerce, and Client Services teams, providing clear updates on progress, risks, and outstanding needs. Keep project-management systems such as Asana up to date and follow established approval workflows and communication protocols. Help improve procedures, templates, trackers, and response resources, using approved AI and productivity tools while maintaining accuracy, confidentiality, and brand standards. Requirements The ideal candidate has experience in community management, social media, customer experience, e-commerce, or digital marketing. You should be an excellent communicator with strong organizational skills, sound judgment, and the ability to manage multiple accounts and platforms while maintaining a customer-first approach. 1–3 years of experience in Community Management, Social Media, Customer Experience, E-commerce, Email Marketing, or Digital Marketing. Strong written communication, grammar, and proofreading skills. Ability to adapt communication styles to different brand voices, audiences, and customer situations. Good judgment when handling sensitive issues, complaints, customer concerns, and escalations. Excellent organization, responsiveness, and attention to detail. Ability to manage recurring responsibilities across multiple clients and platforms. Comfort working within established processes, response guidelines, approval workflows, and escalation procedures. Ability to prioritize urgent customer-facing needs while completing scheduled operational tasks. Strong collaboration and communication skills, including clear status updates and proactive identification of potential delivery issues. Willingness to learn new platforms and develop additional expertise in social commerce and TikTok Shop operations. Preferred Qualifications Experience managing brand comments, direct messages, mentions, and customer reviews. Familiarity with TikTok, Instagram, Facebook, Reddit, Discord, or social media management platforms. Previous experience using TikTok Seller Center or managing TikTok Shop activities. Familiarity with Klaviyo, SAP, Salesforce Marketing Cloud, or other email and SMS platforms. Experience supporting e-commerce, retail, beauty, consumer goods, or lifestyle brands. Familiarity with Asana or similar project-management tools. Agency experience managing multiple client accounts. Key Competencies Customer-first communication and adaptability to different brand voices. Strong prioritization and time-sensitive issue management. Risk identification, sound escalation judgment, and attention to detail. Cross-functional collaboration and clear communication. Process discipline, accurate documentation, and continuous improvement. Capacity awareness and proactive communication to prevent delivery issues. Initial Performance Expectations First 30 days: Learn community management processes, client brand voices, escalation procedures, reporting expectations, and platform workflows. As proficiency develops: Begin supporting designated TikTok Shop operational tasks based on business needs, individual strengths, and available capacity. Within 60–90 days: Independently manage assigned community management responsibilities, consistently meet response and escalation expectations, and complete designated TikTok Shop tasks with limited oversight. Benefits Monthly salary of USD $1,500 . Full-time remote position open to candidates based in Latin America. Monday–Friday schedule, 9:00 AM–6:00 PM US Eastern Time, including a lunch break. Opportunity to work with multiple brands across social media and digital commerce channels. Exposure to TikTok Shop operations and broader social commerce activities. Cross-functional collaboration with teams specializing in social media, creator marketing, lifecycle marketing, and client services. Opportunity to develop skills in community management, customer experience, and e-commerce operations.