About you:
- You are a solution focused problem solver who thrives in a fast-paced, exciting environment.
- You’re a strategic and analytical self starter with experience at an agency and/or with a brand.
- With a pulse on social media, you have a data and insights mindset, always communicating the most up-to-date information to your team.
- Able to embrace ambiguity and changes to find, and effectively communicate data driven, business solutions to the client and your team.
- You’re continually looking to grow and be challenged, and comfortable championing this with your team.
About the Role:
We are hiring a hands-on social community manager. This is all you do: you live in our brands' Instagram, TikTok, Facebook and YouTube comments and DMs every day, and you make those communities feel looked after.
You will start on a few consumer brands, for example:
- A workwear brand: daily inbox sweeps, replies, and at least 15 proactive outbound comments a week, plus product-request logging and sentiment tracking.
- A spirits brand: a month-long social contest where community management needs to be on fire the whole time.
- A second spirits brand: real-time community management and live reactions around a major live moment.
Responsibilities include, but are not limited to:
- Run inbox sweeps at least twice a day (morning and late afternoon) in Sprout Social across Facebook, Instagram, YouTube and TikTok.
- Reply in each brand's voice, in priority order: purchase intent first, then fit and product questions, then issues.
- Route sizing and refund questions to the brand's customer service.
- Find and join conversations proactively (comment marketing), using TalkWalker and native search.
- Follow each brand's response matrix and FAQ, escalate anything sensitive fast, and never post without the approvals the brand has set.
- Spot trends in real time and suggest timely comments and replies.
- Log product requests, recurring complaints and sentiment, and feed a monthly report to the account team.
- Use AI to work faster (drafting replies, triage, summaries), and keep every workflow documented and running from shared team accounts, not your own machine.
- Stay inside contracted scope (for example, paid-ad comments are out of scope unless the client adds them)
Requirements:
- Perfect written English.
- This role is client-facing in public every day.
- 2+ years of hands-on community management for consumer brands, ideally at an agency.
- Daily fluency in Instagram and TikTok culture; X experience is a plus.
- Experience with Sprout Social (or a similar tool) and social listening tools such as TalkWalker.
- Comfortable using AI tools in your daily work.
- Fast, organized and reliable on a daily cadence, including during launches and live moments.
- A hard worker who wants to be the best at this, thinks about the brand's business, not just the comment, and fits WITHIN's values: Fight for every inch, Wear the bucket, Be real, Get curious.
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