Key Responsibilities

• Act as the first point of contact for all public and private social media inquiries across platforms like Instagram, Facebook, and TikTok
• Promptly and professionally respond to questions, comments, and direct messages regarding products, services, orders, company policies, and general information
• Triage and escalate complex or sensitive customer issues to the appropriate internal teams (e.g., billing, technical support, management) while maintaining ownership of the customer's communication thread
• Proactively monitor social channels for brand mentions, tags, and reviews to engage and assist users, even when not directly tagged
• Monitor, respond to, and engage with comments, messages, and mentions in a timely and professional manner
• Foster positive conversations and build relationships with our audience
• Address customer service inquiries or escalate issues to the appropriate team
• Assist in implementing the social media calendar and campaign strategies
• Help track and execute tactics to increase followers, engagement, and reach
• Participate in brainstorming sessions for campaigns and content ideas
• Monitor key performance metrics (engagement rate, follower growth, clicks, etc.)
• Prepare regular reports on social media performance and provide insights for improvement
• Use analytics to suggest content optimizations
• Stay up-to-date with the latest social media trends, platform updates, and digital best practices
• Propose new ideas for content and engagement based on industry trends and competitor activity

Qualifications & Skills

• Proven experience (1-2 yrs) managing social media for a brand, business, or organization
• Excellent written and verbal communication skills
• Proficiency with major social media platforms and their native analytics tools
• Ability to work independently and as part of a team
• Strong organizational skills and attention to detail