Who You Are

Spot & Tango is looking for a Community Management Associate to join our Customer Experience (CX) and Brand Marketing teams, and focus on public platforms such as social media and reviews! Our ideal candidate is a creative, curious, and organized individual who has a knack for connecting with people. You are passionate about delivering exceptional customer experiences and building authentic relationships with an active and loyal customer community.

The Role

As a Community Management Associate, you’ll be the public-facing voice of Spot & Tango! You will be responsible for maintaining a positive and engaged customer community across social media channels. You will report to our Customer Experience Manager and Brand Marketing Manager and closely collaborate with various team members across Brand, Growth, Ops, and CX.  Together, you will ensure that we provide a seamless customer experience and drive positive engagement with the pet parent community. 

Responsibilities: 

• Become an expert on our products, services, brand, and mission to personify our brand and provide effective support across public platforms

• Respond to DMs, comments, and reviews across Instagram, Facebook, TikTok, Trustpilot, Yotpo, BBB and other relevant platforms with personalized, engaging, and educational interactions

• Share regular reports of social trends and customer commentary to influence organic and performance marketing messaging, creating a feedback loop between our customers and marketing teams

• Identify broader issues, trends, or spikes in volume related to a given topic, as well as any potential sensitive issues for the brand. Provide a summary of the situation and propose potential solutions to the cross-functional team for review and input

Requirements 

• A minimum of 1 year of experience in social media community management; experience working with D2C subscription businesses or in the pet industry is a plus
• Demonstrated passion for social media and strong knowledge of current trends; eager to identify and share emerging social media trends to influence organic and performance marketing channels
• Excellent written communication skills, and a high level of comfort in engaging with customers on public forums
• A knack for building rapport with people quickly and easily 
• Eager to learn, grow, and develop your professional skills
• Resilience and a positive attitude to overcome the daily challenges that come with a customer-facing role
• The ability to thrive in a fast-paced environment and balance multiple priorities
• Believe in community and customer service as a growth driver and brand differentiator
• Copywriting experience is a plus! 
• Familiarity with a range of CX technology platforms (e.g., Kustomer, Gorgias, etc.) is a plus!
• Dog lovers are a plus!  

This opportunity is a full-time role of 40 hours per week, with a market-competitive salary and benefits package.

This position has the flexibility to be fully remote or hybrid. Hybrid candidates must be located within a  commutable distance to the South Florida area (Miami / Ft. Lauderdale) or the New York City area, and must be able to come into our office 2 days per week. When working from home, you must have access to a quiet space suitable for confidential conversations.