52091166101 - CX & Media Community Manager at Activate Talent

, , Colombia -

Full Time

Start Date

Immediate

Expiry Date

22 Mar, 26

Salary

0.0

Posted On

22 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Community Management, Social Media, Written Communication, E-commerce, Problem Solving, Empathy, Customer Support, Brand Voice, CX Tools, Social Platforms, Feedback Monitoring, Collaboration, Response Tracking, Product Knowledge, Beauty Industry

Industry

Staffing and Recruiting

Description

Position: Business Development Representative Location: Remote (Global) Employment Type: Full-Time Type of contract: Independent contractor 🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!‼️ About the Company: A fast-growing DTC beauty and personal care brand with a strong social-first presence and a highly engaged online community. The brand receives a high volume of customer interactions across social platforms, driven by both pre-purchase curiosity and post-purchase support needs. Customer experience is a core pillar of growth and retention. Scope of the Role: The CX & Media Community Manager will sit within the Customer Experience function and act as the frontline voice of the brand across social media channels. This role focuses on managing inbound messages, comments, and DMs, resolving customer inquiries, and supporting the customer journey from discovery to post-purchase care. While the work happens on social platforms, the priority is CX, not content creation. Duties and Responsibilities: Manage inbound customer inquiries across social media platforms (Instagram, TikTok, Facebook, etc.), including comments and DMs. Respond to pre-purchase questions (product usage, recommendations, shipping, policies) and post-purchase inquiries (order status, issues, returns). Triage and resolve customer issues with empathy, speed, and accuracy, escalating complex cases to the CX team when needed. Maintain consistent brand voice and tone across all community interactions. Monitor community sentiment and flag recurring issues, FAQs, or product feedback to the CX and internal teams. Collaborate closely with the CX team to ensure alignment on policies, macros, and workflows. Track response times, resolution rates, and common themes to support CX reporting and optimisation. Support product launches or promotions by managing increased inbound volume during peak periods. Requirements: 2+ years of experience in Customer Experience, Community Management, or Social CX for a DTC or e-commerce brand. Strong experience handling customer inquiries via social media as a primary support channel. Excellent written communication skills with a warm, clear, and 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 and consistency. Strong problem-solving skills and comfort level in handling sensitive or escalated customer situations. Experience in beauty, personal care, or lifestyle brands is a strong plus.

Responsibilities

The CX & Media Community Manager will manage inbound customer inquiries across social media platforms and resolve customer inquiries while maintaining the brand's voice. The role also involves monitoring community sentiment and collaborating with the CX team to optimize customer experience.