Community Manager | US Job at Shelby American, Inc. in Cambridge

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking a passionate and detail-oriented Community Manager to join our team. This role is crucial for maintaining our client’s brand voice and ensuring factual accuracy across our social media platforms, including TikTok, Meta (Facebook and Instagram), and Reddit. The ideal candidate will engage with our client’s community daily, respond to comments, and foster a positive and informed dialogue.

The Community Manager will also collaborate closely with internal teams to drive engagement, manage community interactions, and provide valuable insights that shape future content and campaigns.

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we are a 4x Inc. 5000 company and a Certified Great Place to Work, with 2,000 team members in the Philippines, Colombia, Eastern Europe, and the U.S.

About the job

Our client is a rewards platform transforming the way we recycle clothing, fashion, and textiles. With joy and simplicity at its core, the client incentivizes recycling by offering rewards to popular online brands. The client’s Take Back Bag stands as the premier choice for clothing recycling in the USA, ensuring that over 90% of collected items find new homes. In 2023 alone, the Take Back Bag reclaimed 2.9 million pounds from waste, with over 75% finding new homes through redistribution and more than 20% undergoing recycling processes. Founded by women, the client tackles the staggering issue of the 50 billion garments discarded annually in the US. Our dedicated team, together with our passionate community, is spearheading vital systemic change. Join us!

Job Overview
We are seeking a passionate and detail-oriented Community Manager to join our team. This role is crucial for maintaining our brand voice and ensuring factual accuracy across our social media platforms, including TikTok, Meta (Facebook and Instagram), and Reddit. The ideal candidate will engage with our community on a daily basis, respond to comments, and foster a positive and informed dialogue.

Key Responsibilities

• Community Engagement: Actively monitor and respond to comments and messages on TikTok, Meta (Facebook and Instagram), and Reddit in a timely manner.
• Brand Voice: Maintain a consistent brand voice across all interactions, ensuring all communications align with our values and messaging guidelines.
• Factual Accuracy: Ensure that all responses are accurate and well-researched, providing reliable information and correcting any misinformation.
• Content Collaboration: Work closely with Social Media, Customer Service, and Marketing teams to relay community feedback and insights, helping shape future content and campaigns.
• Crisis Management: Handle any negative comments with tact and professionalism, escalating to Customer Service and senior management when necessary.
• Community Building: Foster a sense of community and loyalty among our followers, encouraging positive interactions and engagement.
• Reporting: Track and report on community engagement metrics, providing insights and recommendations for improvement.

Qualifications

• Experience: Proven experience in community management, social media management, or a related field.
• Skills: Excellent written communication skills with a keen eye for detail. Strong understanding of social media platforms, particularly TikTok, Meta, and Reddit.
• Voice: Ability to embody and represent our company authentically, accurately and consistently.
• Research: Strong research skills to ensure factual accuracy in all communications.
• Interpersonal: Exceptional interpersonal skills with the ability to engage and build relationships with a diverse online community.
• Adaptability: Ability to handle multiple tasks and work within the pace of social media.
• Must be based in the USA.

Preferred Qualifications

• Familiarity with Gorgias, Sprout Social, Meta and TikTok ad platforms.