Customer Service Community Manager

Aquent; New York (NY); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

Paid sick leave

Retirement match

Online training via Aquent Gymnasium

Job summary

Aquent is seeking a Digital Advisor to actively engage with our community across popular social platforms. You will shape brand experiences, respond to consumer questions, and help translate feedback into content and product improvements.

This role focuses on authentic, timely, and helpful interactions to boost brand perception and loyalty. The ideal candidate has 1–2 years of social media experience, excellent writing skills, and the ability to work in a fast-paced environment with

Qualifications

• Bachelor’s degree required.
• 1–2 years of social media engagement experience.
• Strong written communication and writing skills.
• Familiarity with major social platforms.
• Ability to work in fast-paced environment and cross-functional teams.
• Occasional weekend hours; willingness to work outside standard hours.
• Proficiency in Microsoft PowerPoint, Word and Excel.

Responsibilities

• Interact with fans and followers across social platforms in a timely manner.
• Provide insight, strategy recommendations and engagement support for public channels.
• Attend brand trainings and meetings to stay aligned with social strategies.
• Follow social FAQ documents for launches and key moments.
• Craft custom responses addressing consumer issues clearly.
• Identify opportunities to influence purchase decisions and report insights.
• Escalate critical complaints to internal teams and assist with problem solving.
• Provide social content and engagement recommendations based on feedback.

Skills

Social media engagement

Cross-functional teamwork

Writing skills

Problem solving

Organization

MS Office

Education

Bachelor’s degree

Tools

PowerPoint

Word

Excel

Job description

Join a global leader in the beauty and consumer goods industry, a company dedicated to enhancing lives through innovative products and exceptional customer experiences. This organization is at the forefront of digital engagement, connecting with consumers across various platforms to build strong, lasting relationships. As a key player in this dynamic environment, you will have the unique opportunity to directly influence consumer perception and contribute to the evolution of digital communication strategies, making a tangible impact on brand loyalty and market presence.

Are you passionate about connecting with consumers in the digital space and shaping brand experiences? We are seeking a proactive and engaging individual to step into a pivotal role, serving as a Digital Advisor who will directly interact with our vibrant community across popular social media platforms. You will be the voice of our brand, turning every interaction into an opportunity to delight, inform, and influence. This is your chance to contribute significantly to our digital presence, leverage your creativity to craft compelling responses, and play a crucial part in our ongoing success by providing invaluable consumer insights that drive product and content innovation.

Key Responsibilities

• Serve as a Digital Advisor across all social platforms by reactively engaging with fans and followers on a timely manner (popular social media platforms).
• Support public channels (social, reviews, Q&A) by providing insight, strategy recommendations and engagement as needed.
• Attend brand and team trainings, work sessions and meetings to stay up to date with social strategies and best practices.
• Follow provided social FAQ documents for launches and key social moments.
• Compose custom responses that clearly address consumer issues in an understandable way.
• Recognize and recommend new ways to influence consumers in their purchase decision.
• Alert critical customer complaints to internal teams and assist with problem solving.
• Provide social content and engagement recommendations based on consumer feedback and trends.
• Stay up to date on new social media platforms, tools and best practices.
• Live in the social ecosystem, staying on top of emerging trends in the landscape.
• Maintain 100% Reply Rate and established Response Time goals across social channels.
• Maintain consumer satisfaction and sentiment scores as established by the group.
• Monitor personal social KPIs using internal tools.
• Offer schedule flexibility to support the needs of the business, including weekends.
• Meet established quality standards in all contacts across all channels.
• Recognize opportunities for improvement in policies or processes and lead initiatives to reduce disruptions in service or detract from customer satisfaction.
• Document product issues in a way that the information can be used for product improvement or development.
• Accurately enter required information in the customer relationship management system and surveys to ensure data integrity.

Must-Have Qualifications

• Bachelor’s Degree.
• 1-2 years of social media engagement experience.
• Customer-obsessed mindset.
• Knowledge and experience with major social media platforms.
• Ability to work in a fast-paced, dynamic environment, both independently and as part of a cross-functional team.
• Sense of urgency with a high degree of flexibility, adaptability, resourcefulness, and responsiveness; willingness to work outside standard hours which includes weekends.
• Ability to report back to internal teams to funnel insights into product / experience / content creation strategy.
• High level of organization, attention to detail, and a positive attitude.
• Exceptional writing skills.
• Excellent problem-solving ability.
• Proficient in Microsoft applications including PowerPoint, Word, and Excel.

Nice-to-Have Qualifications

• Interest in beauty, fashion, and/or lifestyle brands.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits! Aquent is an an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

Client Description:

Global beauty company specializing in cosmetics, skincare, haircare, and fragrance. Operates with a strong focus on innovation, sustainability, and diversity, offering workers opportunities to work with leading brands, cutting-edge research, and a fast-paced, dynamic environment. The company values creativity, entrepreneurship, and professional growth, making it an exciting place for those passionate about beauty, marketing, science, and digital transformation.