Community Manager
Recall Labs
Web3
Community Engagement Specialist
Solace
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage day-to-day responses to customer feedback and reviews across BBB, Trustpilot, and social media channels (Facebook, X, Reddit, etc.).
- Develop and maintain playbooks and response templates in partnership with Marketing, Legal, and CX leadership.
- Collaborate with internal teams (CX, Marketing, Legal, Product) to triage escalations and ensure timely, compliant responses.
- Monitor brand mentions and customer sentiment; identify recurring issues or emerging trends and share insights with CX and Product teams.
- Track and report on key metrics (response times, sentiment, volume, trends) and recommend improvements.
- Partner with Marketing to align on proactive social strategies that strengthen our brand reputation.
- Uphold brand tone and ensure all responses reflect our values and commitment to exceptional customer experience.
- Support low-lift content creation (pulling from blog, lifecycle and paid content) that brings our mission to life online.
- Manage our advocate and patient appreciation program (e-giftcards).
Requirements
- 3–5 years of experience in social media, community management, or customer experience roles.
- Exceptional writing and communication skills with a natural ability to translate complex or sensitive situations into empathetic, on-brand messages.
- Experience managing brand reputation across public platforms (e.g., Trustpilot, BBB, Reddit, or similar).
- Strong judgment and ability to balance transparency, diplomacy, and compliance.
- Highly organized with the ability to manage multiple platforms and competing priorities.
- Comfortable collaborating cross-functionally with Marketing, Product, and CX.
- Bonus Points: Experience in startups, healthcare, tech, or regulated industries.
- Familiarity with social listening tools.
- Experience building or maintaining social response playbooks.
Benefits
- Applicants must be based in the United States.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
social media managementcommunity managementcustomer experiencebrand reputation managementcontent creationsocial response playbooksmetrics trackingsentiment analysisescalation managementproactive social strategies
Soft skills
writing skillscommunication skillsempathyjudgmentdiplomacyorganizationcollaborationtransparencytime managementproblem-solving
