Community Manager

Position Title:
Community Manager

Employment Type:
Full-Time

Department:
Marketing – Engagement & Reputation

Location:
Denver, Colorado

Reports To:
Director of Marketing

Position Overview:

The Community Manager is responsible for building, engaging, and moderating Nomad Internet’s digital community across platforms including Facebook Groups, Instagram, TikTok, YouTube, Reddit, and product review forums. This role ensures real-time responses, active conversation monitoring, content seeding, and reputation support within all public-facing community channels. The Community Manager plays a critical role in improving customer sentiment, driving organic engagement, gathering user insights, and supporting brand trust through daily interaction. This role reports to the Director of Marketing and works closely with Customer Support, Social Media, and Reputation teams.

1. Community Engagement & Conversation Management

  • Monitor and respond to all brand mentions, comments, messages, and posts across Facebook, Instagram, YouTube, and TikTok

  • Proactively engage with commenters to spark discussions, resolve confusion, or answer questions

  • Escalate any negative comments, customer service concerns, or policy violations to the appropriate internal team

  • Seed pre-approved talking points, content, and testimonials into organic discussions

  • Maintain a clear, consistent brand voice and tone in all interactions

2. Group Moderation & Policy Enforcement

  • Manage official Facebook Groups or private community spaces, enforcing group rules

  • Remove spam, address misinformation, and block harmful users as needed

  • Pin important announcements, respond to DMs, and post scheduled engagement prompts

  • Coordinate product giveaways, polls, and community events in line with marketing campaigns

  • Maintain a moderation log for escalated issues and group member trends

3. Content Contribution & Trend Monitoring

  • Source user-generated content (UGC) for reposting and campaign use

  • Identify trending customer questions, product comments, or industry discussions

  • Flag content opportunities or recurring praise/complaints to CRO, Ads, and Product teams

  • Support content calendar with platform-specific engagement posts (polls, prompts, feedback requests)

  • Work with the Art Director and Ads team to request custom creative for community engagement pushes

4. Reporting & Reputation Monitoring

  • Track and report on weekly engagement volume, sentiment breakdown, and community growth

  • Maintain a centralized community issue tracker, noting repeat topics or unresolved concerns

  • Collaborate with Reputation Manager to flag and respond to reviews across Trustpilot, BBB, and Google

  • Provide the Director of Marketing with weekly highlights, risks, and recommended responses

  • Monitor competitor communities and identify opportunities to differentiate or improve

Key Objectives & Results (OKRs):

Objective 1: Increase Community Engagement

  • Increase monthly comment replies and reactions by 30%

  • Maintain <2-hour average response time to public-facing questions or concerns

  • Launch 2 weekly engagement prompts in official groups

Objective 2: Protect and Moderate Brand Channels

  • Maintain 100% moderation compliance in official community groups

  • Respond to or escalate all negative comments within 1 hour during business hours

  • Remove spam and abuse within 15 minutes of flagging

Objective 3: Support Marketing Campaigns with Organic Engagement

  • Support all paid campaigns with daily community-level engagement and comment response

  • Promote one key offer or seasonal message organically per week

  • Report user feedback, pain points, or objections back to Marketing weekly

Objective 4: Deliver Transparent Sentiment Reporting

  • Submit weekly community sentiment report with engagement KPIs

  • Track trending topics and conversation risks in real time

  • Maintain live issue log accessible to Marketing and Support leadership

Position Requirements:

  • Must be actively present across all brand social platforms and communities daily

  • Must protect brand tone and message consistency across user interactions

  • Must escalate serious issues, complaints, or misinformation immediately

  • Must collaborate with Marketing, Support, and Reputation teams in real time

Required Qualifications:

  • 3–5 years experience in community management, social engagement, or customer-facing digital roles

  • Strong understanding of social platform tools, comment monitoring, and group moderation

  • Excellent written communication with adaptable tone and brand voice control

  • Experience using tools like Meta Business Suite, Sprout, Hootsuite, or similar

  • Familiar with community risk flags, moderation policy, and crisis communication

  • Highly organized, fast responder, and calm under pressure during high-volume comment days

📬 How to Apply

Email jobs@nomadinternet.com with:

  • Your short video answering the above questions

  • A link to your resume or LinkedIn profile

  • Any relevant portfolio links or work samples