[Hiring] Social Media Community Manager @Comfrt

Role Description

As a Social Media Community Manager, you are the voice of Comfrt on our social platforms, responsible for day-to-day community engagement, customer support, and brand-aligned interactions across assigned channels. This is a hands-on, customer-facing role where you'll spend your time connecting with our community members, solving their problems, and maintaining the warm, supportive Comfrt brand voice across Instagram, TikTok, Facebook, and other platforms. You'll be the friendly face behind our DMs, comments, and responses — turning customer interactions into opportunities to build lasting relationships.

This is an overnight shift position with hours from 6:00 PM to 2:00 AM ET. Please note that the training schedule will be 9am - 5pm ET for two weeks.

Responsibilities

• Community Engagement & Customer Support
  • Manage daily inbound and outbound communication across assigned social platforms — responding to comments, DMs, mentions, and story interactions in a timely and authentic manner.
  • Answer customer questions, resolve issues, and provide support through social channels, ensuring every interaction reflects Comfrt's empathetic brand voice.
  • Engage authentically with community members, building genuine relationships that increase brand loyalty and advocacy.
  • Identify and surface trending conversations, memes, and cultural moments relevant to Comfrt's brand and audience.
• Community Moderation & Safety
  • Moderate community conversations across assigned platforms, enforcing community guidelines to maintain a safe, respectful, and inclusive environment.
  • Flag and escalate sensitive, high-risk, or PR-related issues to the Director of Community Management for guidance and resolution.
  • Maintain awareness of community sentiment and watch for patterns that could impact brand reputation.
• Platform Execution & Responsiveness
  • Meet response SLAs established by the Director, ensuring no customer inquiry goes unanswered.
  • Use Sprout Social and assigned platform tools to organize, prioritize, and action inquiries consistently.
  • Stay up to date on platform features, algorithm changes, and best practices for assigned channels.
  • Reference tone-of-voice guidelines, response templates, and escalation protocols to maintain brand consistency while keeping interactions feeling authentic and human.
• Reporting & Insights
  • Track daily, weekly, and monthly community metrics including response times, sentiment, volume trends, and engagement rates.
  • Report on community health, emerging issues, and team performance to the Director through established reporting cadence.
  • Flag recurring customer questions, product issues, or shipping concerns to inform leadership and operations teams.
  • Provide customer feedback and insights to leadership that inform product development and marketing decisions.
• Cross-Functional Collaboration
  • Work with Customer Service, E-commerce, Marketing, and Operations teams as directed by the Director to ensure seamless handoffs and consistent messaging.
  • Use Shopify and other platforms to reference customer order history and purchase context when supporting community members.
  • Communicate proactively about order-related issues, shipping delays, or inventory updates to prevent customer frustration on social.

Qualifications

• 1-3 years of experience in social media management, community management, customer service, or a related field.
• Hands-on experience managing social inboxes or engaging communities on Instagram, TikTok, Facebook, or similar platforms.
• Experience working in a fast-paced, consumer-facing environment (e-commerce or DTC experience a plus).
• Familiarity with social media management tools such as Sprout Social, Hootsuite, or similar platforms.

Requirements

• Exceptional written communication skills with a sharp eye for tone and voice — able to match and maintain brand voice across different platforms.
• Strong customer service instincts and genuine empathy for customers.
• Ability to stay calm and professional during high-volume periods or when handling difficult customer situations.
• Organizational skills to manage multiple conversations, platforms, and priorities simultaneously.
• Comfortable learning and working with new tools and platforms.
• Data-aware mindset — comfortable tracking metrics and translating them into insights for leadership.

Mindset & Culture Add

• Deeply passionate about community and customer relationships; you see every interaction as an opportunity to strengthen brand love.
• Authentic and empathetic — you genuinely care about connecting people to the Comfrt brand and supporting our customers.
• Adaptable and calm under pressure, especially during high-volume moments or product launches.
• Collaborative and communicative, willing to ask questions and take feedback to improve.
• Genuinely curious about people, platforms, and the evolving social landscape.

Benefits

• 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.