Community Manager (Meta & Tiktok)

Elite Talent Recruit; Colombia; Presencial; COP 34.238.380; Jornada completa

Descripción de la vacante

A leading recruitment firm in Colombia is seeking a proactive Social Customer Care Specialist to engage with customers on social channels during evenings. The ideal candidate will possess strong problem-solving skills and experience in handling sensitive topics, ensuring a supportive environment for all inquiries. This remote role offers a monthly salary of up to $800 and requires evening and weekend availability.

Formación

• 1–2+ years in social customer care, community management, or customer support.
• Hands-on experience with TikTok and Meta Business Suite.
• Excellent written English and on-brand communication.

Responsabilidades

• Respond to customer questions on products and orders across TikTok and Meta.
• Maintain brand voice in all replies and elevate edge cases.
• Manage order-related requests in coordination with Customer Support.

Conocimientos

Social customer care

Community management

Customer support

Empathetic communication

Problem-solving skills

Social media engagement

E-commerce workflows

Herramientas

Sprout Social

Meta Business Suite

Gorgias

Zendesk

Shopify

Descripción del empleo

Permanent Employee, Full-time, Remote, PST Shift (Evening)
Monthly Net Salary: Up to $800

Job Summary

We’re seeking a proactive, detail-oriented problem-solver to support customers and community engagement on our social channels during evenings and weekends. You’ll respond to inquiries across TikTok and Meta (Instagram/Facebook), help execute posting tasks (including Sprout Social), protect brand voice, and partner with Customer Support and Operations to resolve order-related issues. This role also requires sensitivity and sound judgment when customers raise mental-health–related concerns—using de-escalation, empathetic communication, and proper escalation to trained teams or approved resources.

Responsibilities

• Respond to customer questions on products, policies, orders, shipping, and delivery across TikTok and Meta Business platforms; log interactions and outcomes.
• Maintain brand voice in all replies; elevate edge cases, policy issues, and safety/mental-health concerns using established protocols.
• Assist with social execution (posts, story reposts, tag commenting) and light scheduling via Sprout Social; surface content gaps and FAQs.
• Manage order-related requests (updates, modifications, cancellations, replacements) by coordinating with Customer Support/Operations.
• Apply empathetic, trauma-informed communication when customers disclose distress; de-escalate, set boundaries, and route to designated support channels or approved third-party resources.
• Track trends, frequently asked questions, and sentiment; propose process/content improvements.
• Support post-purchase communications via social channels and keep internal teams updated with accurate, current information.
• Perform additional duties as needed to support the Social and CX teams.

Requirements

• 1–2+ years in social customer care, community management, or customer support.
• Hands‑on experience with TikTok (including TikTok inbox/community tools) and Meta Business Suite; ability to schedule and monitor via Sprout Social.
• Excellent written English; clear, empathetic, and on‑brand communication.
• Strong problem‑solving skills with impeccable follow‑through and attention to detail.
• Familiarity with e‑commerce workflows (order status, shipping, returns/exchanges).
• Demonstrated experience handling sensitive topics, including mental‑health‑related concerns, with de‑escalation, confidentiality, and strict escalation to qualified teams—no clinical advice.
• Availability to work evenings and weekends consistently.
• Experience with social engagement/CRM tools (e.g., Gorgias/Zendesk), and Shopify or similar e‑commerce platforms.
• Basic reporting skills to summarize FAQs, ticket trends, and sentiment.
• Training/certification in de‑escalation, active listening, or crisis‑response protocols (non‑clinical) is a plus.