Community Manager Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Community Manager Specialist based in Brazil.

We are looking for a detail-oriented Community Manager Specialist to manage daily customer engagement across multiple social media and commerce platforms.

You will help brands build positive relationships with their audiences through timely, thoughtful, and consistent communication.

Community Management will be your primary responsibility, covering platforms such as TikTok, Instagram, Facebook, and Reddit.

You will monitor conversations, respond in line with brand guidelines, identify emerging issues, and escalate sensitive matters appropriately.

Depending on business needs and team capacity, you will also contribute to TikTok Shop operations and related e-commerce activities.

Working closely with creative, marketing, social commerce, and client services teams, you will share customer insights and support coordinated execution.

This is a hands-on opportunity for someone who enjoys digital communities, customer experience, and working across multiple platforms in a fast-paced environment.

Accountabilities

You will oversee day-to-day community interactions across assigned client accounts, ensuring that customer conversations are handled accurately, consistently, and in line with established brand standards.

• Manage community engagement across TikTok, Instagram, Facebook, Reddit, and other relevant social or commerce platforms.
• Monitor comments, direct messages, mentions, tags, reviews, and other incoming customer interactions.
• Respond using approved brand voices, community guidelines, FAQs, and escalation procedures.
• Identify and escalate customer service issues, product concerns, sensitive conversations, and potential brand risks.
• Maintain accurate escalation records and route issues to the appropriate internal or client teams.
• Track conversation volume, response times, sentiment, recurring questions, and emerging customer themes.
• Share customer insights with Organic Social, Creator Marketing, Lifecycle, and commerce teams to inform content and campaign strategies.
• Moderate communities by removing or flagging spam, harmful content, and policy violations in accordance with established guidelines.
• Support engagement around campaigns, product launches, creator activations, and promotional activities.
• Maintain response libraries, FAQs, escalation documents, and account-specific community guidelines.
• Contribute to community reporting by documenting notable conversations, key trends, and actionable recommendations.
• Help meet response-time and service-level expectations across assigned accounts during established business hours.
• Support TikTok Shop operations when required, including Seller Center monitoring, account notifications, product listing updates, promotional setup, merchandising changes, inventory checks, and campaign tracking.
• Assist with product eligibility checks, promotion validation, Shop Challenges, and platform connections such as TikTok Ads and Seller Center.
• Monitor fulfillment, listing, policy, inventory, and account issues, troubleshooting operational problems and escalating them when necessary.
• Maintain TikTok Shop trackers, account documentation, recurring task lists, and operational reports.
• Coordinate with Organic Social, Creator Marketing, Lifecycle, Social Commerce, and Client Services teams, providing clear updates on progress, risks, and outstanding needs.
• Keep project-management systems such as Asana up to date and follow established approval workflows and communication protocols.
• Help improve procedures, templates, trackers, and response resources, using approved AI and productivity tools while maintaining accuracy, confidentiality, and brand standards.

Requirements

The ideal candidate has experience in community management, social media, customer experience, e-commerce, or digital marketing. You should be an excellent communicator with strong organizational skills, sound judgment, and the ability to manage multiple accounts and platforms while maintaining a customer-first approach.

• 1–3 years of experience in Community Management, Social Media, Customer Experience, E-commerce, Email Marketing, or Digital Marketing.
• Strong written communication, grammar, and proofreading skills.
• Ability to adapt communication styles to different brand voices, audiences, and customer situations.
• Good judgment when handling sensitive issues, complaints, customer concerns, and escalations.
• Excellent organization, responsiveness, and attention to detail.
• Ability to manage recurring responsibilities across multiple clients and platforms.
• Comfort working within established processes, response guidelines, approval workflows, and escalation procedures.
• Ability to prioritize urgent customer-facing needs while completing scheduled operational tasks.
• Strong collaboration an