Community Coordinator

We have an immediate contract opportunity in Denton, TX for a Social Community Coordinator. This is a high-volume, queue-based role with performance metrics tied to responsiveness and engagement quality. Prior experience in social community management, customer care, or social care is strongly preferred.Days are Tuesday through Saturday.Location is in Denton but they will be relocating to Plano by the end of the year. This is onsite.Strong candidates will be:Comfortable in fast-paced environments where daily output is trackedConfident in navigating inbound and outbound social conversations across multiple platformsSkilled in tone-appropriate writing with attention to detail, tagging accuracy, and brand safetyExperienced with tools like Sprinklr (or similar platforms)Familiar with beauty, haircare, or nailsManaging online communities and responding to commentsRole ExpectationsThis is a contractor role requiring 40 hours per week. This is a hybrid position with in-office work required on Tuesdays and Wednesdays.Core hours should align with the company's business schedule (Tue & Wed in office 9am-5pm, Thur & Fri remote 10am-6pm, Sat remote 9am-5pm), with some flexibility to account for coverage during peak engagement times, trending conversations, or campaign activations.Deliverables will be tied to daily and weekly engagement goals, sentiment monitoring, reporting cadence, and consistent representation of brand standards.What makes someone successful in this role:We're looking for someone who thrives in a fast-paced, high-volume environment and can manage social community interactions with a customer-first mindset. Success in this role requires:Strong problem-solving skills and good judgment to resolve customer issues or misinformation in real timeComfort working in a queue-based system with clear response rate and case closure goalsAbility to identify trends, share product recommendations, and link to relevant deals on our siteExperience working independently, especially during weekend shifts, while still meeting SLAsDeep commitment to tone, voice, and brand standards, including knowing when to use a canned response vs. personalizeStrong attention to detail with accurate tagging, categorization, and documentation of engagementMust be able to identify sensitive comments and potential escalation issues. Responsible for flagging internally and knowing when to monitor or hold response. Willingness to collaborate cross-functionally and flag issues/escalations professionallyResponsibilitiesCommunity Engagement & ManagementExecute inbound and outbound engagement across key platforms including Instagram, Facebook, TikTok, YouTube, Pinterest, Twitter (X), Reddit, and others.Manage public and private messaging: post comments, DMs, forums, and community spaces.Monitor conversations in real time, responding in brand voice to foster community trust and advocacy.Engage with influencer content and vendor/brand partner posts to amplify brand presence.Platform Tools & Process AdherenceUtilize Sprinklr for engagement, workflow management, tagging, and reporting.Execute in-app native engagement when appropriate.Follow established processes and escalation procedures for community management and social care.Brand Stewardship & Customer CareMaintain brand standards for tone, voice, inclusivity, and values.Deliver best-in-class social care, turning potential negative interactions into positive brand experiences.Proactively identify and surface community insights, emerging issues, and opportunities to internal teams.Reporting & InsightsSupport weekly social reporting by tracking engagement, community sentiment, and follower growth.Provide insights and recommendations to improve strategy, based on observed audience behavior.Responsibilities:Support community management, engagement, and brand-building for a leading beauty retailer.This role requires a strong understanding of social media platforms, community-first engagement, and customer care.A professional background or personal passion for hair and beauty products is strongly preferred.The ideal candidate has proven community management skills, excellent creative writing abilities, and the resourcefulness to think outside of the box"”while maintaining consistency with brand voice, tone, and values.Success MetricsPerformance will be measured by:Channel Engagement Growth (comments, replies, conversations initiated/resolved).Case Volume and completion rate - meeting or exceeding the daily targetResponse rate and coverage - maintaining brand response rates and SLAEngagement quality - adhering to client tone and brand voice in all interactionsReporting - submitting reports with actionable insightsFollower Growth & Retention across key channels.Share of Voice (SOV) & Sentiment Health in community interactions.Response Time & Quality in inbound/outbound community care.Knowledge, Skills and Abilities2-4 years of community management experience (agency or in-house).Experience building a communityStrong writing and communication skills with proven ability to adapt to brand voice.Familiarity with Sprinklr (or similar social management tools).Passion for beauty, haircare, or related categories preferred.Ability to manage a high volume of conversations while maintaining consistency and empathy.Resourceful, adaptable, dependable, collaborativeStrong attention to detail, ability to multi-task with accuracy, and work under pressure to meet deadlinesBrand advocate mindset as first-line of voice for the clientOpen to feedback and coaching

Created: 2025-10-01