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Role Description

As a Community Management Specialist at 321, you will be the voice of our clients across social media platforms, building meaningful connections with audiences through authentic engagement, responsive community management, and strategic creator partnerships. This entry-level to junior position focuses on the daily management of social media communities, influencer outreach and relationship building, and fostering brand loyalty through thoughtful, timely interactions.

• Monitor social media channels daily across multiple client accounts (Facebook, Instagram, LinkedIn, TikTok, YouTube, X) for comments, mentions, messages, and engagement opportunities.
• Respond promptly and authentically to audience comments, questions, and direct messages on behalf of clients, maintaining brand voice and tone.
• Engage proactively with followers by liking, commenting on, and sharing relevant user-generated content that aligns with brand values.
• Foster positive community sentiment by building genuine connections with audience members and creating a welcoming brand presence.
• Manage community interactions according to client-specific guidelines, escalation protocols, and brand voice documents.
• Track response times and maintain high standards for timely, helpful, and on-brand community engagement.
• Identify and flag urgent or sensitive comments requiring immediate attention or escalation to Client Success teams.
• Communicate with followers in a manner that builds brand loyalty, encourages repeat engagement, and creates positive brand associations.

Qualifications

• 1-3 years of experience in social media management, community management, customer service, or digital marketing (internships and relevant academic experience welcome).
• Strong understanding of major social media platforms including Facebook, Instagram, LinkedIn, TikTok, YouTube, and X (Twitter).
• Exceptional written communication skills with ability to adapt tone and voice to match different brand personalities.
• Genuine empathy and customer service orientation with ability to handle inquiries, complaints, and feedback professionally.
• Strong attention to detail and proofreading skills to ensure error-free, on-brand communications.
• Organizational skills with ability to manage multiple client accounts, conversations, and tasks simultaneously.
• Familiarity with social media management tools (Hootsuite, Sprout Social, Later, Buffer) or willingness to learn quickly.
• Basic understanding of social media analytics and metrics (engagement rate, reach, impressions, sentiment).
• Comfort working in a fast-paced environment with shifting priorities and high-volume engagement.
• Self-motivated and proactive with ability to take initiative and work independently.
• Positive attitude and collaborative mindset with eagerness to learn and grow.
• Proficiency with Google Suite (Docs, Sheets, Slides) or Microsoft Office.

Requirements

• Experience with influencer marketing, creator partnerships, or brand ambassador programs.
• Familiarity with influencer discovery platforms (AspireIQ, Upfluence, CreatorIQ, or similar).
• Understanding of FTC disclosure requirements and influencer marketing compliance.
• Knowledge of online reputation management and review platforms.
• Experience with social listening tools (Brandwatch, Mention, Sprout Social).
• Background in customer service, hospitality, or client-facing roles.
• Interest in content creation, photography, or videography.
• Familiarity with AI-powered tools for content creation or community management.
• Understanding of basic graphic design tools (Canva, Adobe Express).
• Active personal social media presence demonstrating platform knowledge and engagement skills.
• Bachelor's degree in Marketing, Communications, Public Relations, English, or related field (preferred but not required).

Benefits

• Health, dental, and vision insurance.
• 401K after one year of employment.
• 2 Weeks (80 Hrs) Paid Time Off [Additional 40Hrs at 3 Years].
• 3 Sick/Mental Health Days.
• 8 Hours Volunteer Time.
• Additional PTO at holiday and management discretion.
• Paid parental leave.
• Professional development opportunities.
• Leadership training opportunities and career advancement pathways.
• A collaborative, creative, and ambitious team environment.

Company Description

321 is a creative marketing agency using strategic data to create the kinds of meaningful moments that connect, inspire, and engage. We thrive on collaboration, agility, and heart — and we're powered by teammates who focus on what matters, bring proactive solutions to the table, and take full ownership of their work.