Cheil Brasil

Community Management Coordinator

Cheil Brasil

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

About the role

  • Coordinate the daily operation of the Community Managers team, ensuring adequate coverage of responses, opportunity handling and quality.
  • Define, optimize and scale CM workflows and integration with SAC 2.0.
  • Ensure correct application of the brand’s tone of voice, language and guidelines.
  • Actively manage crises and sensitive situations.
  • Lead, develop and train the CM team with a focus on performance and creativity.
  • Oversee interaction quality, reviewing strategic and sensitive responses.
  • Identify creative opportunities and content insights from community conversations.
  • Collaborate with the Account Executive, SAC 2.0 Coordinator and Data team to align operations.
  • Support the implementation of AI in the operation (phase 2), ensuring human curation.

Requirements

  • Solid experience in Community Management and social care.
  • Experience with high-volume interaction operations.
  • Crisis management in digital environments.
  • Proficiency with monitoring and customer service tools (e.g., Stilingue or similar).
  • Knowledge of SLAs, SAC workflows and ticket categorization.
  • Excellent writing skills, adaptability of tone and strong creative repertoire.
  • Ability to read and interpret operational and sentiment data.
Benefits
  • Health insurance, dental plan and Bradesco life insurance.
  • Meal or food allowance (Pluxee).
  • Wellhub.
  • Maternity/Paternity kit.
  • Company psychologist (employee counseling).
  • Discounts at universities, language schools and partnership with Sesc.
  • Performance reviews.
  • Birthday day off.
  • Discounts on Samsung products.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Community ManagementCrisis ManagementHigh-volume Interaction OperationsSLA KnowledgeSAC WorkflowsTicket CategorizationData InterpretationCreative Content Development
Soft skills
LeadershipTeam DevelopmentPerformance ManagementCreativityAdaptabilityWriting SkillsCommunication