Job details
CX & Media Community Manager - Job Summary
Manage inbound customer inquiries and community interactions across social media platforms, focusing on customer experience and supporting the customer journey from discovery to post-purchase care.
Key Responsibilities
- Manage inbound customer inquiries across social media platforms including comments and DMs.
- Respond to pre-purchase questions and post-purchase inquiries.
- Triage and resolve customer issues with empathy and accuracy, escalating complex cases as needed.
- Maintain consistent brand voice and tone across all interactions.
- Monitor community sentiment and flag recurring issues or product feedback.
- Collaborate with CX team on policies, macros, and workflows.
- Track response times, resolution rates, and support CX reporting.
- Support product launches or promotions by managing increased inbound volume.
Requirements
- 2+ years experience in Customer Experience, Community Management, or Social CX in a DTC or e-commerce brand.
- Strong experience handling customer inquiries via social media as primary support.
- Excellent written communication with a warm, customer-first approach.
- Familiarity with e-commerce platforms (Shopify preferred) and CX tools (Gorgias, Zendesk, or similar).
- Ability to manage high message volume while maintaining quality.
- Strong problem-solving skills and comfort handling sensitive or escalated issues.
- Experience in beauty, personal care, or lifestyle brands is a strong plus.
Additional information about the company collected by GoodWord
About Activate Talent
siteWhat Our Employees Say
- Activate Talent offers remote-first work policies, providing employees with significant flexibility in their work arrangements. (www.activatetalent.com)
- The company emphasizes continuous learning and professional development, giving employees strong opportunities for growth. (www.activatetalent.com)
- Activate Talent fosters a collaborative and supportive team culture, which is highlighted as a core company value. (www.activatetalent.com)
Challenges You Might Face
- As a growing company, Activate Talent may have fewer established processes, which could result in operational ambiguity for new hires. (www.glassdoor.com)
- The fast-paced environment at Activate Talent is not suited for individuals who prefer more predictability or a slower pace. (www.glassdoor.com)
- Limited information is available about health and wellness benefits, potentially making benefits less competitive than at larger firms. (www.activatetalent.com)