Social Community Coordinator (Community Management)

Role Overview

The Social Community Coordinator is responsible for executing daily community management and engagement across all social platforms. This includes responding to comments and messages, proactively engaging with creators and brands, identifying opportunities for outbound engagement, and building meaningful relationships with our audience.

This role also plays a critical part in identifying and managing sensitive or escalated interactions. The right candidate knows when to respond, when to pause, and when to escalate, while maintaining professionalism and brand integrity. Once escalated, this role is responsible for monitoring ongoing conversations, tracking performance and sentiment, and providing timely updates to internal teams.

Success in this role comes from consistency, curiosity, and a genuine interest in connecting with people online.

Work Environment & Schedule

• Hybrid role based in Plano, TX with in-office presence required Monday, Tuesday, and Wednesday
• Availability required for occasional weekend support during activations, events, and high-priority moments

What Makes Someone Successful in This Role

• Enjoys structured, high-volume work and finds consistency in daily engagement motivating rather than repetitive
• Naturally curious about trends, conversations, and online behavior
• Finds energy in interacting with people and building relationships online
• Strong judgment in knowing when to engage, escalate, or monitor
• Able to balance speed with accuracy and brand alignment
• Comfortable working independently while maintaining consistency and performance

Key Responsibilities

• Execute daily inbound and outbound engagement across all social platforms, including comments, DMs, mentions, and community conversations
• Actively build relationships with followers, creators, brands, and partners through thoughtful, timely, and on-brand interactions
• Monitor conversations in real time and respond in a way that builds trust, loyalty, and community
• Identify opportunities for outbound engagement by monitoring trends, conversations, and cultural moments
• Manage high-volume engagement within a queue-based system, meeting response rate, SLA, and case closure goals while maintaining quality and accuracy
• Maintain consistent brand voice, tone, and messaging across all interactions, delivering high-quality social care and turning negative interactions into positive experiences
• Engage with creator, influencer, and partner content to extend brand presence
• Identify user-generated content opportunities and secure permission for brand use
• Share relevant product recommendations and guide users to appropriate products or offers within conversations
• Utilize Sprinklr or similar tools for engagement, tagging, workflow management, and reporting, ensuring accurate documentation of all interactions
• Follow established processes for community management, escalation handling, and social care
• Identify sensitive comments or potential escalation cases, follow escalation workflows, and maintain ownership through resolution by monitoring activity, tracking sentiment and volume, and providing timely updates to internal teams
• Track engagement, sentiment, and community trends, surfacing insights, emerging issues, and opportunities to internal teams
• Demonstrate flexibility and reliability, including availability for occasional weekend support during activations, events, and high-priority moments

Success Metrics

Performance will be measured by:

• Engagement growth and quality of interactions
• Response rate, SLA adherence, and case completion
• Sentiment and share of voice within community conversations
• Quality and consistency of brand voice across interactions
• Ability to surface insights and contribute to ongoing optimization