Social Media Community Manager

About Comfrt Comfrt is a community‑led lifestyle brand built on emotional connection, intention, and presence. Every interaction — from a DM to a delivery update — shapes how people feel about the brand. Our community isn’t passive. They ask questions, share stories, give feedback, and trust us to respond with care. This role exists to protect that trust at scale. About the Role The Social Media Community Manager owns all community‑fac­ing communication across social platforms while leading and managing a team of Social Media Community Representatives. This role sits at the intersection of primarily social and secondarily customer experience, and operations, ensuring every interaction feels friendly, timely, and aligned with Comfrt’s core values. You’ll be responsible not only for day‑to‑day community engagement, but also for team leadership, tooling, workflows, and cross‑functional collaboration with Customer Service, E‑commerce, Marketing, and Operations. Responsibilities Community Management & Social Engagement 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. Team Leadership & Operations 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. Platform & Tool Proficiency 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. Whitelisting & Paid Social Support 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. Customer Experience & Cross-Functional Collaboration 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. Reporting, Insights & Optimization 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. Required Experience/Qualifications 2-3+ 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. Who You Are You see community as both a relationship and an operation. You lead with empathy, but you’re structured, organized, and decisive. You’re calm under pressure and confident handling sensitive situations publicly and privately. You care deeply about how people feel — and how systems support that feeling at scale. You take pride in being the voice and protector of the brand. Why this Role Matters Community is often where problems surface first and where trust is either built or broken. This role ensures Comfrt shows up consistently, thoughtfully, and responsibly no matter the platform, volume, or situation. Why Join Comfrt? Be part of a purpose‑driven company that’s shaping the future of comfort and mental wellness. Work in a supportive, creative environment where your ideas and growth are valued. Enjoy Comfrt benefits such as generous paid time off, company‑covered health insurance, 5% 401k match, and discounts on all Comfrt products! Join a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment. Comfrt is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. #J-18808-Ljbffr