Comfrt · 1 day ago
Social Media Community Manager
United States
Full-time
Remote
Senior Level
5+ years expComfrt is a community-led lifestyle brand focused on emotional connection and presence. The Social Media Community Manager will own community engagement across social platforms, lead a team of Community Representatives, and ensure all interactions align with the brand's core values.
ApparelE-CommerceFashionRetail
Responsibilities
Own all inbound and outbound community engagement across social platforms, including DMs, comments, replies, and story interactions
Ensure consistent, empathetic, and brand-aligned responses across all channels
Moderate conversations to maintain a safe, respectful, and inclusive community environment
Escalate sensitive, high-risk, or PR-related issues appropriately
Lead, manage, and mentor a team of 12 Community Representatives
Set response standards, tone-of-voice guidelines, escalation protocols, and SLAs
Oversee scheduling, coverage, quality control, and performance management
Train new hires and continuously upskill the team on brand voice, tools, and platform updates
Manage community workflows using Sprout Social (or similar tools) to ensure organized inbox management and timely responses
Actively operate across Instagram, TikTok, YouTube, and Meta platforms
Stay current on platform moderation tools, community features, and best practices
Manage creator and influencer whitelisting across Meta, TikTok, and YouTube
Coordinate permissions, access, and troubleshooting with creators and internal paid teams
Ensure whitelisted content aligns with brand standards and campaign objectives
Work closely with the Customer Service team to align messaging, resolve issues, and ensure seamless handoffs between social and CX
Partner with E-commerce and Operations teams to address order-related questions, shipping delays, and inventory updates
Use Shopify to reference orders, customer data, and purchase history when supporting the community
Collaborate with Flexport and internal logistics partners to understand shipping timelines, delays, and fulfillment issues that impact community conversations
Monitor response times, sentiment, volume, and recurring issues across platforms
Deliver weekly and monthly reports on community health, trends, and key pain points
Surface insights from the community to inform product feedback, CX improvements, and marketing strategy
Qualification
Required
5+ years of experience in community management, social media, or customer experience roles
Proven experience managing and leading a team (10+ direct reports preferred)
Hands-on experience with Shopify for order management and customer support
Strong proficiency with Meta, TikTok, YouTube, and community management tools like Sprout Social
Experience managing creator whitelisting and collaborating with paid media teams
Exceptional written communication skills with emotional intelligence and brand awareness
Ability to manage high-volume community engagement while maintaining quality and empathy
Benefits
Generous paid time off
Company-covered health insurance
5% 401k match
Discounts on all Comfrt products
Company
Comfrt
Comfrt designs weighted hoodies, loungewear, blankets, and accessories that support comfort and mental wellbeing.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase