About

Hiring a Social Media Manager who can also handle customer support (for dms). You’ll be the main point of contact between Cloud Nine and our community. This means staying on top of DMs, comments, and customer questions while also planning, making and scheduling content. We have some teammates for other social media aspects, so you will also be their manager. For example our Pinterest team member, & community team member, you will be their manager, telling them what to do as well. We need someone VERY proactive, who checks regularly, communicates clearly, and keeps things moving without reminders. You are there to grow all of our social media. You will also be making story contents, so you need to be very good at graphic design. you will also be the one relaying all different trends, upcoming events, upcoming holidays, to the other teammates. You will be the manager for all our social media, which includes Instagram, Facebook, Snapchat, pinterest, YouTube, and Twitter. What You’ll Do - Customer Support & Engagement - Check Instagram + Facebook DMs several times per day (not just once or twice, quick responses matter) - Check comments on posts 2x per day (morning and afternoon) - Reply on: Instagram, Facebook, Pinterest, YouTube, Snapchat - Look up orders in Shopify to give customers updates - Escalate anything involving refunds, returns, payments, or serious complaints - Fill in the Inquiry Tracker so we have a record of what came in and how it was handled Content & Posting - Put together content every 2 weeks for review - Work with our photographer (2-week turnaround on assets) - Create captions and grid layouts, get approval, then schedule posts - Keep the Google Spreadsheet tracker updated Posting Schedule Feed Posts: 3x per week Stories: 4x per week (behind-the-scenes, polls, Q&As, etc.) Schedule gets adjusted monthly based on performance. What We’re Looking For - Solid customer service skills (you know how to keep people calm and happy) - Comfortable handling negative feedback - Organized, dependable, and consistent - Experience with Shopify is a plus - Someone who can match our tone: professional but approachable Overview Half your time will be talking to customers through DMs and comments. The other half will be content management: planning, making, captions, scheduling, and tracking. Alongside also managing the other members.