Digital Community Manager

At Tuft & Paw, being obsessed with cats isn’t a quirk — it’s who we are. We spend our days thinking about loafs, zoomies, and the tiny details that make life better for cats (and the people who love them). If you bring that energy to everything you do, you’ll fit right in.We’re growing fast and looking for curious, humble teammates who want to turn cat obsession into meaningful work. Our style is entrepreneurial and dynamic — every role comes with big autonomy, real responsibility, and the chance to make an impact.About the RoleWe're looking for a Digital Community Manager to own our brand's voice and relationships across all social platforms and review channels. This is a remote role based across Canada, reporting to our Head of Care. You'll be the strategic lead and day-to-day operator for how we show up in every community where our customers gather, sitting at the intersection of customer care, brand voice, and community building.Strategy & Cultural FluencyDevelop and execute a community engagement strategy across multiple platforms (Meta, TikTok, YouTube, Amazon, Reddit, Quora, reviews, etc) with consistent brand voice and SLAsBe our cultural radar: spot trends and moments worth showing up in, and collaborate with marketing to determine how the brand participates across all communitiesDevelop strategy and manage AI bot responses across platforms, maintaining tone and escalation protocolsCommunity Management & EngagementManage daily responses and engagement across all channels—comments, DMs, reviews, Q&A—with the right speed, tone, and creativityRespond to all tagged mentions and proactively engage with viral cat content and cultural moments that align with our voiceTeam LeadershipManage a team of BPO agents to ensure consistent, high-quality responses across all channelsCreate response templates and tone guidelines tailored by platform (TikTok vs. Instagram vs. reviews)Facilitate training and ongoing skillset development; monitor quality and escalate complex issuesCollaborate with customer care teams on messaging and protocolsInsights & ImpactTrack sentiment, engagement patterns, and performance to inform strategy and surface key insights to product, marketing, and customer care teamsProvide real-time customer feedback to inform product positioning and experience improvementsWhat We're Looking ForMust-HavesProven experience moderating e-commerce social media engagement across all platformsDemonstrated track record in building and engaging online communities—not just publishing content, but creating connection and participationHighly organized, proactive, and solutions-oriented, with comfort moving fast in real timeStrong understanding of community platforms, trends, and how to foster meaningful dialogueEager to learn and grow in a fast-paced, high-growth environmentNice-to-Haves3–5+ years of experience in social media, community management, or customer engagement rolesExperience managing reviews and Q&A across multiple platformsExperience in community management on Reddit, X, Twitter, or other tech-focused/niche communitiesBackground in customer care or customer serviceExperience managing contractors or team membersAnalytical mindset with experience using social listening and reporting toolsExperience with Meta Business Suite, TikTok Shop & Inbox, YouTube Studio, or similar toolsWhy You'll Love This RoleYou'll have a direct impact on how thousands of cat parents experience our brand every single day. You'll work on a high-touch, relationship-focused team while building systems and automations that scale. You'll get to be creative, stay on top of culture and trends, and participate in real moments that matter to our community. And you get to work for a brand that genuinely cares about the quality of our community interactions—not just volume. If you live and breathe social, spend as much time in comments as in feeds, and believe brands should feel like part of the conversation (not a step behind it), this role is for you.To Apply: Send your resume + a quick "why me" to mieka@tuftandpaw.com (cat photo optional, but highly encouraged) with the subject line ‘Your Next Digital Community Manager’