Community Chat Manager

Position: Creator Chat & Engagement Specialist

We are a leading subscription services provider for top social media creators. Our mission is to empower creators to grow and monetize their communities by offering a platform that simplifies club management, marketing, and sales. As part of our commitment to supporting our creators, we are seeking a Creator Chat & Engagement Specialist to serve as the voice behind their social media accounts—specifically focusing on DM conversations and text interactions. This person will be responsible for authentically representing multiple creators’ unique tones, styles, and personalities while providing top-notch communication, fast response times, and an excellent fan experience.

Key Responsibilities

• Multi-Account Management
• Manage DM and text interactions for multiple creators across various social media platforms (primarily Instagram, but may include others).
• Ensure the messaging style is consistent with each creator’s personal brand, voice, and demographic.
• Engaging & Personalized Communication
• Promptly respond to follower messages, comments, and inquiries, maintaining a courteous and professional demeanor.
• Adapt communication style to match each creator’s persona, values, and audience expectations.
• Foster genuine relationships with fans and followers through consistent, personalized interactions.
• Contextual Adaptation
• Quickly comprehend and switch between different creator contexts, topics, and audience demographics.
• Stay up-to-date with creators’ content schedules, campaigns, and overall brand direction to ensure relevant and accurate communication.
• Response Coordination & Accuracy
• Collaborate with creators (and internal teams when necessary) to resolve inquiries or issues that require additional input.
• Track frequently asked questions and prepare standardized responses while maintaining authentic conversation flows.
• Performance Monitoring & Reporting
• Log and analyze key engagement metrics (e.g., response times, satisfaction scores, conversation quality).
• Provide regular feedback and insights to internal stakeholders on trends in audience questions, brand sentiment, and potential areas of improvement.
• Operational Diligence
• Maintain a high level of discretion, confidentiality, and professionalism when handling sensitive information.
• Keep all communication records organized in compliance with company guidelines.
• Flexible Scheduling
• Be available for night, weekend, or holiday shifts as needed, ensuring continuous coverage and fast response times.
• Coordinate with team members to manage hand-offs and ensure seamless 24/7 support where required.

Qualifications

• Communication Skills
• Exceptional written communication skills with an ability to mirror multiple brand voices and adapt to diverse audiences.
• Keen attention to detail to ensure accurate spelling, grammar, and tone.
• Social Media Proficiency
• Demonstrable experience engaging audiences on Instagram (experience with other social platforms is a plus).
• Understanding of social media trends, best practices, and user behaviors.
• Speed & Efficiency
• Proven track record of fast response times and ability to manage multiple concurrent conversations under tight deadlines.
• Strong organizational and time management skills.
• Adaptability & Empathy
• Capacity to quickly shift between different brands, personalities, and audience expectations.
• High level of empathy to handle sensitive or personal inquiries with care.
• Technical Aptitude
• Familiarity with basic CRM systems and collaboration tools (e.g., Slack, Google Workspace) is preferred.
• Comfortable using chat monitoring or scheduling software and learning new tools as needed.
• Experience
• Minimum of 1 year in customer service, social media engagement, or a related role.
• Knowledge of creator/influencer culture and subscription-based business models is a plus.

Personal Attributes

• Reliability & Diligence
• Able to handle responsibilities with minimal oversight and consistently meet or exceed performance benchmarks.
• Proactive in finding solutions to issues, with a can-do attitude.
• Relationship Building
• Skilled at building rapport with varied demographics, using warmth and authenticity.
• Committed to maintaining positive relationships with both internal teams and creators.
• Flexibility
• Comfortable with an evolving role and able to pivot quickly in response to shifting priorities or urgent demands.

Willing to work nights, weekends, and holidays as necessary to provide continuous coverage

Job Types: Full-time, Contract

Pay: $57,315.00 - $60,720.00 per year

Benefits:

• Flexible schedule

Schedule:

• 10 hour shift
• Monday to Friday
• On call
• Overnight shift
• Rotating weekends
• Weekends as needed

License/Certification:

• Driver's License (Preferred)

Ability to Commute:

• Miami Beach, FL 33140 (Preferred)

Ability to Relocate:

• Miami Beach, FL 33140: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Miami Beach, FL 33140

Salary : $57,315 - $60,720