Community Engagement Specialist

Key Responsibilities

• Draft thoughtful, engaging, and on-brand responses to customer reviews using online reputation management platforms.
• Ensure guest and customer reviews are addressed accurately and within expected response times.
• Monitor and respond to social media comments and direct messages across client accounts.
• Maintain a consistent and appropriate brand voice while adapting communication to each client's individual tone and audience.
• Communicate with clients and internal team members to resolve customer questions or inquiries received through social channels.
• Stay informed about each client's services, offerings, promotions, and relevant business details.
• Maintain and update internal client FAQ documents to ensure responses remain accurate and consistent.
• Monitor ongoing social conversations and identify issues that require internal or client escalation.
• Stay current on cultural trends, industry developments, online reputation best practices, and evolving customer experience expectations.
• Maintain timely and clear communication with internal team members.
• Collaborate with the broader team while remaining comfortable independently managing assigned responsibilities.
• Adapt to scheduling changes during peak season when required.

Requirements

• Resume in English.
• Native or near-native English proficiency, spoken and written, is a must.
• Excellent English copywriting skills and strong attention to detail are a must.
• Professional experience in community management, social media engagement, online reputation management, customer experience, copywriting, or a related role.
• Experience writing customer-facing responses for reviews, social media comments, direct messages, or other digital channels.
• Ability to quickly understand and adapt to different brand voices and communication styles.
• Confidence communicating professionally and participating in client calls in English.
• Ability to write quickly while maintaining accuracy, tone, grammar, and brand consistency.
• Strong awareness of cultural and social media trends.
• Ability to work from a permanent, stable remote work location.
• Ability to work U.S. business hours and accommodate reasonable schedule changes during peak season.