Social Media Community Manager

About Us

Comfrt is a rapidly expanding direct-to-consumer brand focused on integrating mental wellness, inclusivity, and exceptional comfort into every product. Our goal extends beyond apparel; we aim to foster a welcoming community where everyone feels recognized and supported.

Role Overview

The Social Media Community Manager serves as the primary communicator for Comfrt across various social networks, handling daily interactions, delivering customer assistance, and facilitating brand-aligned engagements. Reporting to the Director of Community Management, this role involves executing community strategies by answering questions, moderating discussions, and nurturing authentic connections to boost brand loyalty. This position requires active, customer-focused engagement spanning Instagram, TikTok, Facebook, and other platforms. The role operates overnight from 6:00 PM to 2:00 AM ET, with a two-week training period scheduled from 9:00 AM to 5:00 PM ET.

Core Responsibilities

• Manage timely and genuine communication including comments, direct messages, mentions, and story interactions on assigned social channels daily.
• Provide customer support by addressing queries, resolving issues, and maintaining Comfrt's compassionate and consistent brand tone.
• Build authentic relationships that increase community loyalty and brand advocacy through engaging interactions.
• Identify trending discussions, memes, and cultural moments relevant to Comfrt's target audience.
• Moderate conversations to enforce community standards ensuring a respectful, safe, and inclusive environment.
• Escalate sensitive or high-risk matters to leadership for appropriate action.
• Monitor community sentiment and detect patterns affecting the brand's reputation.
• Ensure all customer inquiries adhere to established service level agreements (SLAs).
• Utilize tools like Sprout Social to organize, prioritize, and manage inbound and outbound social communications.
• Keep abreast of social platform updates, features, and best practices to optimize engagement.
• Apply tone guidelines, templates, and escalation processes to maintain brand authenticity.
• Track and report key community metrics, such as response times, sentiment trends, volume, and engagement rates, through routine updates to leadership.
• Alert leadership to recurring customer issues, product feedback, or shipping concerns to support continuous improvement.
• Collaborate with cross-functional teams including Customer Service, E-commerce, Marketing, and Operations to ensure seamless communication and consistent messaging.
• Reference customers' order histories via platforms like Shopify to provide contextually informed support.
• Proactively communicate regarding order, shipping, or inventory updates to mitigate customer dissatisfaction on social channels.

Qualifications

• Between 1 to 3 years of experience in social media or community management, customer service, or related areas.
• Proven experience managing social media inboxes and community engagement on Instagram, TikTok, Facebook, or equivalent platforms.
• Background in dynamic, consumer-facing environments such as e-commerce or direct-to-consumer brands is advantageous.
• Familiarity with social media management software like Sprout Social or Hootsuite.
• Exceptional written communication capabilities, with a strong sense for tone and voice alignment across different platforms.
• Strong customer service aptitude combined with genuine empathy.
• Ability to maintain composure and professionalism during high-demand periods or challenging customer interactions.
• Excellent organizational skills to effectively handle multiple conversations and priorities simultaneously.
• Adaptability in learning and utilizing new digital tools and platforms.
• Analytical mindset comfortable with monitoring metrics and generating actionable insights for leadership.

Personal Attributes

• Passion for cultivating community and deepening customer relationships, treating each interaction as an opportunity to enhance brand affinity.
• Authentic and empathetic approach to connecting customers with the Comfrt brand and supporting their needs.
• Ability to remain calm and adaptable under pressure, particularly during peak activity or product launches.
• Collaborative spirit receptive to feedback and keen to improve team efforts.
• Curiosity about social platforms, user behavior, and evolving trends in the digital landscape.

Benefits

• Join a mission-driven organization focused on comfort and mental health innovation.
• Experience a nurturing and creative workplace that values your professional growth and ideas.
• Enjoy comprehensive benefits including ample paid time off, company-sponsored health insurance, a 5% 401(k) match, and discounts on all Comfrt products.
• Benefit from flexible, fully remote work arrangements within a dedicated and passionate team.

Additional Information

Comfrt is an equal opportunity employer committed to cultivating a diverse workforce representing varied perspectives and backgrounds.