We're looking for a social community & customer advocacy manager to help protect, strengthen, and elevate our brands by building meaningful relationships with members and prospects across social media and review platforms.social community management: · manage high-volume inbound social engagement across multiple platforms, ensuring timely, thoughtful, and on-brand responses within one business day · own day-to-day management of the sprout social smart inbox, including tagging, sentiment adjustment, moderation, and response completion · monitor and respond to tiktok direct messages directly within the platform · engage with members and prospects to deliver consistent, high-quality customer service in every interaction · moderate community conversations by reviewing and removing inappropriate, abusive, or non-brand-related content · identify emerging topics, questions, or issues not covered in existing response libraries and partner cross-functionally to develop new, approved responses · partner with the customer advocacy director to develop and execute resolution strategies for users who excessively comment, spam, or escalate issues across brand channels · support outward advocacy efforts by monitoring social listening topics and surfacing trends, conversation opportunities, and relevant accounts or influencer. Requirements: 3-5 years of experience in social community management, social customer care, customer advocacy, or online reputation management · proven experience managing high-volume inbound social engagement across multiple platforms · strong judgment, emotional intelligence, and empathy when navigating sensitive or complex conversations · experience with social media management and listening tools (sprout social required) · familiarity working cross-functionally with marketing, pr, legal, product, and customer care teams · excellent written communication skills with the ability to adapt tone and messaging for different audiences · strong time-management and organizational skills with the ability to prioritize independently in a remote environment · passion for customer experience, advocacy, and continuous improvement.