Community Manager - 212009

We are seeking a Community Manager to join a Global Organic Social team. This team shapes how the brand shows up across its owned social channels, building authentic connections with fans, creators, and culture while supporting product storytelling.

In this role, you'll own product-focused community engagement across the company's social channels, monitoring conversations in real time and deciding where the brand has a credible voice to contribute. You'll partner closely with social strategists, product marketing, PR, legal, customer support, and social listening teams to turn community insights into scalable engagement strategies, editorial content, and stronger product narratives.

This is a highly collaborative, hands-on role focused on editorial judgment, community engagement strategy, social listening, and cross-functional communication.

** PLEASE NOTE: This role is remote but you MUST work EST time zone. **

What You'll Do

• Own Product Community Engagement: Manage day-to-day product-focused engagement across X and Reddit, with expanding responsibility into Instagram and TikTok as the team grows.
• Monitor & Analyze Conversations: Track user praise, confusion, feature requests, criticism, and cultural moments related to the company's products and experiences.
• Represent the Brand Thoughtfully: Engage on behalf of the brand using strong editorial judgment, determining when the brand should participate, when to simply acknowledge conversations, and when issues should be escalated.
• Build Scalable Engagement Systems: Create and maintain product watchlists, engagement logs, and response banks containing approved messaging for recurring questions, product explanations, and sensitive topics.
• Support Editorial Strategy: Feed recurring themes, customer language, questions, and insights back into the content calendar to inspire explainers, social content, Reddit programming, and product storytelling.
• Partner Cross-Functionally: Work closely with Product, Marketing, Social Strategy, PR/Communications, Legal, Customer Support, and Social Listening teams to ensure consistent messaging and appropriate escalation paths.
• Support Reddit Programming: Help coordinate weekly product updates, feature discussions, AMA sessions, and community-driven programming alongside internal partners.
• Leverage Social Listening: Combine qualitative community insights with quantitative sentiment data to identify trends, risks, and opportunities.
• Establish Best Practices: Document examples of effective community engagement, review engagement quality regularly, and continuously improve workflows, standards, and response strategies.

Who You Are

• Community Management Expertise: 5+ years of experience in community management, social engagement, editorial social media, or a related role supporting consumer technology, entertainment, or media brands.
• Platform Fluency: Deep experience managing brand engagement across X, Reddit, Instagram, and TikTok, with a strong understanding of platform culture and community behavior.
• Exceptional Editorial Judgment: Able to make thoughtful, real-time decisions about when the brand should engage, what tone to use, and when conversations require escalation.
• Product & Brand Storytelling Mindset: Passionate about understanding products, user behavior, and translating community conversations into meaningful content opportunities.
• Social Listening & Sentiment Analysis: Comfortable identifying trends, recurring themes, audience sentiment, and actionable insights from ongoing social conversations.
• Process Builder: Proven ability to develop scalable systems such as response libraries, watchlists, editorial guidelines, and engagement workflows that improve consistency.
• Strong Cross-Functional Collaborator: Experience partnering with Product, Marketing, Communications, Legal, Customer Support, and other stakeholders while balancing independent decision-making with appropriate escalation.
• Excellent Written Communication: Able to write in a conversational, authentic brand voice that feels human, credible, and culturally aware without sounding overly corporate or performative.
• High-Stakes Judgment: Comfortable navigating ambiguity, assessing reputational risk, and exercising discretion during fast-moving conversations.

Nice-to-Haves

• Experience supporting consumer technology products or SaaS platforms with strong product marketing partnerships.
• Background in entertainment, music, streaming, or creator-focused brands.
• Experience developing editorial guidelines, brand voice documentation, or response frameworks.
• Familiarity with social listening platforms and sentiment analysis tools.
• Consumer product marketing experience.
• Strong understanding of online culture, emerging social trends, and what authentic brand engagement looks like in today's social landscape.