Digital Customer Care Community Manager

Job Description

REQUIREMENTS

• 2–4 years of experience in customer service, customer support, customer success, community management, hospitality, retail management, or another customer-facing role.
• Excellent written communication skills.
• Strong grammar, spelling, and attention to detail.
• Demonstrated empathy and professionalism when handling customer concerns.
• Ability to manage multiple high-pressure conversations simultaneously with 30-minute SLA’s
• Comfortable following detailed processes and documentation.
• Strong problem-solving skills.
• Reliable computer and high-speed internet connection.
• Availability to work weekends and holidays.
• Previous remote work experience is a plus.

RESPONSIBILITIES

Customer Care

• Respond to customer questions, comments, reviews, and direct messages across multiple digital platforms.
• Deliver thoughtful, personalized responses while maintaining each client’s unique brand voice.
• Resolve routine customer inquiries and escalate more complex issues using established workflows.
• Meet response time service levels while maintaining quality and accuracy.
• Help turn customer interactions into positive brand experiences.

Customer Experience Monitoring

• Monitor incoming conversations and identify emerging customer issues or trends.
• Document recurring questions, product feedback, and customer sentiment.
• Flag urgent situations and potential reputation risks to internal teams.

Process & Quality

• Follow client-specific response guidelines, escalation procedures, FAQs, and quality standards.
• Accurately categorize customer interactions within customer care platforms.
• Collaborate with Account Managers regarding customer escalations and ongoing issues.
• Maintain detailed documentation and follow established workflows.

Administrative

• Complete assigned tasks and documentation on schedule.
• Track time accurately.
• Attend team meetings and training sessions.
• Stay current on client updates, product information, and process changes.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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