Remote Community Manager — Social & TikTok Shop

Hire Latam LLC; United States; Remote; USD 40,000 - 65,000; Full time

Job summary

HireLatam LLC is seeking a Remote Community Management Specialist to support customer engagement and day-to-day execution across community management and TikTok Shop for US-based brands. You will monitor conversations, respond in brand voice, and escalate issues as needed.

Ideal candidates have 1–3 years in community management or digital marketing, strong writing skills, and the ability to juggle multiple clients across platforms.

Qualifications

• 1-3 years of experience in Community Management, Social Media, Customer Experience, Ecommerce, Email Marketing, or Digital Marketing.
• Strong written communication, grammar, and proofreading skills.
• Ability to adapt communication to different brand voices and customer situations.
• Sound judgement when handling sensitive issues, complaints, or escalations.
• Excellent organization, responsiveness, and attention to detail.
• Ability to manage recurring responsibilities across multiple clients and platforms.
• Comfort working within defined processes, response guidelines, approval workflows, and escalation procedures.
• Ability to prioritize urgent customer-facing needs while completing scheduled operational work.

Responsibilities

• Manage day-to-day community engagement across assigned client accounts and platforms, including TikTok, Instagram, Facebook, Reddit, and other relevant social or commerce channels.
• Monitor comments, direct messages, mentions, tags, reviews, and other inbound customer interactions.
• Respond using approved brand voice, community guidelines, FAQs, and escalation procedures.
• Identify and elevate customer-service issues, product concerns, sensitive conversations, and potential brand risks.
• Maintain accurate escalation records and route issues to the appropriate client or internal team.
• Monitor conversation volume, response times, sentiment, recurring questions, and emerging themes.
• Surface customer insights that can inform Organic Social, Creator Marketing, Lifecycle, and commerce strategies.
• Moderate communities and remove or flag spam, harmful content, or policy violations according to established guidelines.
• Support community engagement around campaigns, product launches, creator activations, and promotional moments.
• Maintain response libraries, FAQs, escalation documents, and account-specific community guidelines.
• Support community reporting by documenting key trends, notable conversations, and actionable recommendations.
• Help ensure service-level expectations are met across assigned accounts during established business hours.

Job description

HireLatam LLC is seeking a Remote Community Management Specialist to support customer engagement and day-to-day execution across community management and TikTok Shop for US-based brands. You will monitor conversations, respond in brand voice, and escalate issues as needed.

Ideal candidates have 1–3 years in community management or digital marketing, strong writing skills, and the ability to juggle multiple clients across platforms.