Community Manager, Social Media

**This is a contract role through June 30, 2027, with possibility of extension.**

Our client within the Tech Industry is looking for a Community Manager to join their team! The Community Manager is responsible for daily 1:1 engagement across social platforms, helping shape and execute the brand’s reactive engagement strategy, and translating community insights into clear, actionable reporting. This role sits at the center of real-time brand conversation, building trust, strengthening relationships, and ensuring the brand shows up with the right tone, at the right moment, in the right places.

This role requires strong platform fluency, sharp writing instincts, sound judgment, and the ability to identify when a conversation is an opportunity, a risk, a support need, or a moment to simply monitor. The Community Manager is expected to bring a proactive point of view to engagement decisions while staying closely aligned to brand voice, governance, escalation paths, and broader social priorities.

Key Responsibilities

Community Engagement and Growth

• Lead daily 1:1 interactions across X, Instagram, TikTok, Threads, Facebook, Reddit, YouTube comments, and emerging platforms.
• Manage inbound DMs, replies, tags, mentions, and relevant social conversations with speed, empathy, and clarity.
• Maintain brand voice while adapting tone to platform norms, audience expectations, and the context of each interaction.
• Build trust and strengthen community relationships through thoughtful, human, and brand-safe engagement.
• Identify high-value engagement opportunities, including creators, superfans, critics, cultural moments, and audience conversations that could drive relevance or affinity.
• Support community growth by identifying moments that increase participation, advocacy, reach, and ongoing audience connection.

Reactive Strategy and Engagement Decisioning

• Help shape and execute the brand’s reactive engagement approach across social platforms.
• Recommend when to engage, when to hold, when to monitor, and when to escalate to PR, Legal, Support, Product, or leadership.
• Tailor messaging, pacing, and engagement style to each platform’s culture and audience behavior.
• Maintain a clear point of view on platform risk, brand safety, audience expectations, and conversation sensitivity.
• Partner with social strategists, content teams, and cross-functional stakeholders to activate reactive posts, replies, and micro-campaigns.
• Provide guidance on how audience nuance, community feedback, and cultural context should inform creative, copy, and engagement decisions.

Trend Spotting and Cultural Intelligence

• Monitor trends, cultural moments, sentiment shifts, platform conversations, and emerging audience behaviors in real time.
• Identify emerging subcultures, creators, conversation clusters, and audience signals relevant to the brand.
• Surface timely opportunities for the brand to participate in relevant conversations in a thoughtful, appropriate way.
• Flag recurring themes, audience questions, product perceptions, competitive mentions, and cultural shifts that may impact brand strategy or content planning.
• Translate day-to-day community observations into clear recommendations for engagement, content, and reporting.

Crisis Spotting, Risk Monitoring, and Escalation

• Monitor for potential brand, product, platform, community, or reputation risks.
• Identify early signals of negative sentiment, misinformation, service issues, customer frustration, or sensitive conversations.
• Escalate issues through the appropriate workflows with clear context, recommended action, and urgency level.
• Support real-time response execution during high-visibility moments, launches, sensitive topics, or emerging issues.
• Maintain strong judgment in fast-moving situations where tone, timing, and escalation accuracy are critical.

Support Triage and Customer Care

• Identify support-related questions, product issues, troubleshooting needs, and customer concerns across social channels.
• Route inquiries to the appropriate internal teams or support resources while maintaining a helpful and empathetic customer experience.
• Track escalations and follow-through needs to ensure issues are handled consistently and appropriately.
• Maintain familiarity with response frameworks, FAQs, escalation paths, tagging systems, and governance requirements.
• Identify repeated support themes that may require broader content, product, or communications follow-up.

Reporting, Insights, and Measurement

• Track engagement wins, sentiment trends, reactive moments, emerging risks, and recurring community themes.
• Build reports that clearly highlight what worked, what did not, what we learned, and what should happen next.
• Translate qualitative community feedback into actionable insights for product, brand, content, support, and leadership stakeholders.
• Maintain tagging systems and dashboards to support consistent measurement and reporting.
• Partner with analysts and social leads to ensure community insights are reflected in broader performance narratives and strategic recommendations.

Cross-Functional Collaboration

• Partner with social strategists, content teams, publishing teams, analysts, support partners, PR, Legal, Product, and client stakeholders as needed.
• Bring audience and platform perspective into planning discussions, content development, reactive opportunities, and reporting reviews.
• Contribute to playbooks, response guidance, operational workflows, and community best practices.
• Help ensure the brand’s community presence is consistent, responsive, insightful, and aligned to broader business goals.
• Potential for channel publishing assistance.

Qualifications

Required

• 3 to 5+ years of experience managing social media communities for a brand, agency, creator, platform, or similar organization.
• Deep familiarity with social platform cultures, audience behaviors, norms, and unwritten rules.
• Strong writing skills with the ability to shift tone quickly, precisely, and appropriately by platform and situation.
• Strong judgment and the ability to make fast, informed decisions in high-pressure or high-visibility moments.
• Experience managing 1:1 community engagement, customer interactions, and audience conversations across multiple social platforms.
• Ability to identify engagement opportunities, flag risks, and escalate issues with clear context and recommended next steps.
• Comfort working within brand voice, governance, moderation, legal, PR, and escalation guidelines.
• Strong attention to detail, organization, tagging discipline, and reporting accuracy.

Preferred

• Experience with social listening, publishing, or community management tools such as Sprinklr, Opal, Brandwatch, Sprout, or similar platforms.
• Experience working with cross-functional teams, including PR, Legal, Product, Customer Support, Marketing, or Communications.
• Background in reactive content, trend spotting, cultural insights, or real-time social engagement.
• Familiarity with creator ecosystems, advocacy, user-generated content, and community-building best practices.
• Experience translating social conversation and qualitative audience feedback into actionable reporting.
• Experience supporting crisis monitoring, sentiment tracking, or issue escalation workflows.

Benefits

Compensation Range: $67k - 70k per year

** This pay range is Client-specific for the opening advertised. The identity of the Client will be disclosed if you are selected to move forward in the hiring process. **

Benefits:

• Employer contributions toward the cost of employee-only medical and dental premiums
• Vision - opt-in available
• 401k
• PTO
• Laptop
• Life Insurance, Disability Insurance, AD&D coverage
• Short-term Disability, Accident, Cancer/Critical Illness, Pet insurance - opt in available