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Responsibilities
Community Management Responsibilities:
- Manage day-to-day community engagement across assigned client accounts and platforms, including TikTok, Instagram, Facebook, Reddit, and other relevant social or commerce channels.
- Monitor comments, direct messages, mentions, tags, reviews, and other inbound customer interactions.
- Respond using approved brand voice, community guidelines, FAQs, and escalation procedures.
- Identify and escalate customer-service issues, product concerns, sensitive conversations, and potential brand risks.
- Maintain accurate escalation records and route issues to the appropriate client or internal team.
- Monitor conversation volume, response times, sentiment, recurring questions, and emerging themes.
- Surface customer insights that can inform Organic Social, Creator Marketing, Lifecycle, and commerce strategies.
- Moderate communities and remove or flag spam, harmful content, or policy violations according to established guidelines.
- Support community engagement around campaigns, product launches, creator activations, and promotional moments.
- Maintain response libraries, FAQs, escalation documents, and account-specific community guidelines.
- Support community reporting by documenting key trends, notable conversations, and actionable recommendations.
- Help ensure service-level expectations are met across assigned accounts during established business hours.
TikTok Shop Operations Responsibilities:
- Support the day-to-day operation of TikTok Shop accounts.
- Monitor Seller Center messages, notifications, account health, and operational alerts.
- Support product listing updates, promotional setup, merchandising changes, inventory checks, campaign tracking, and operational follow-ups.
- Assist with campaign setup, promotion validation, product eligibility checks, and Shop Challenges.
- Support platform connections such as TikTok Ads and Seller Central, troubleshoot integration issues, and help ensure smooth data flow between systems.
- Monitor fulfillment, listing, policy, inventory, and account issues and escalate them appropriately.
- Maintain operational trackers, account documentation, and recurring task lists.
- Gather operational metrics and document account activity for TikTok Shop reporting.
- Follow established processes for policy violations, technical issues, and platform support requests.
- Support TikTok Shop execution without independently owning client strategy, GMV forecasting, paid media strategy, or senior client relationships.
Cross-Functional and Operational Support:
- Coordinate with Organic Social, Creator Marketing, Lifecycle, Social Commerce, and Client Services teams.
- Share customer and creator insights with the teams responsible for content, campaigns, and account strategy.
- Maintain accurate updates in Asana or other project-management systems.
- Participate in internal account meetings and provide clear updates on activity, risks, and outstanding needs.
- Follow established approval workflows, documentation requirements, and client communication protocols.
- Help improve operating procedures, templates, trackers, and response resources.
- Use approved AI and productivity tools to improve efficiency while maintaining accuracy, confidentiality, and brand standards.
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