Job Description

Position Overview:
The Community Associate supports day-to-day community management across our
social channels, ensuring a responsive, thoughtful, and brand-aligned experience for our
audience. This role is highly executional and customer-focused, managing high volumes of
interactions while partnering closely with Customer Service to resolve inquiries and elevate the
overall consumer experience.
This persona understands social media platforms and goes above and beyond in each interaction.
They report to the Social Media Director and work closely with the Social, Influencer,
Marketing, and Customer Success team.
Community Management & Customer Experience:
 Monitor and respond to comments, DMs, and tagged content across all social platforms
in a timely and brand-aligned manner
 Manage a high volume of daily interactions while maintaining accuracy, tone, and
attention to detail
 Partner closely with Customer Service to resolve product, order, and consumer issues
efficiently
 Escalate sensitive or complex issues to appropriate internal teams as needed
 Ensure all responses reflect brand voice, values, and tone guidelines
Engagement & Community Support:
 Engage with UGC, creators, and brand advocates to foster positive community
interactions
 Support execution of “surprise & delight” moments and community initiatives
 Identify recurring questions, feedback, and trends within the community
Insights & Cross-Functional Collaboration:
 Share consumer feedback and insights with Social, Marketing, and Product teams
 Flag emerging issues, sentiment shifts, or opportunities in real
 Support social listening efforts tied to launches, campaigns, and key moments
Qualifications:
 1-3 years of experience in customer service, community management, or social media
 Strong written communication skills with the ability to adapt tone and voice
 Experience managing high volumes of customer interactions across digital platforms
 Strong problem-solving skills and ability to navigate customer concerns with empathy
and efficiency
 Highly organized with the ability to prioritize and multitask in a fast-paced environment
Education/Experience Requirements:
Preferred Qualifications:
 Experience in beauty, retail, or consumer brands
 Familiarity with social media platforms and engagement tools (e.g., Sprout Social, Dash
Hudson, Meta Business Suite)
 Experience working cross-functionally with Customer Service or CX teams
This role is NYC-based with a hybrid schedule of both in-office and remote workdays
 In-office: Mondays – Thursdays
 Remote: Friday