Social Media & Community Specialist 🖋️✨💬 (Social Media Management, Community Engagement, Ambassador Programs, Customer Support | Instagram, IG Live, Threads, Facebook, TikTok, X | Remote)

About the CompanyWe're Canada's leading premium stationery brand creating a new generation of stationery lovers through whimsical, fun, and collectable products. Our mission: "Make fancy fun" - we believe beautiful stationery should be accessible, joyful, and spark creativity in everyday life.Our customers span North America, Europe, Asia, Australia, and the UK - from individual stationery enthusiasts and DIY creatives to artsy professionals who share our passion for quality craftsmanship. We serve them through both retail partnerships (B2B) and our rapidly expanding eCommerce (DTC) channels.We're building a thriving community of 135K Instagram followers who actively engage with our brand daily. Recently, we've partnered with Warner Brothers for licensed Lord of the Rings, Harry Potter, and Superman collections - our most successful campaigns to date.OUR COMPANY VALUES guide our team and shape our culture: 🌱 Learn new things🥷🏾 Pursue mastery💪🏾 Own your sh*t🤝🏾 Be a part of the solution😤 Put in the workWe're a hybrid organization with 45-50 teammates headquartered in Toronto, with team members across Canada and Pakistan. Our culture is performance-driven yet flexible. We're serious about stationery but also a playful, eclectic, and creative bunch. We strive to make our core values part of everyday conversations and follow them diligently. While we work hard, we don't work crazy hours, and our managers don't micromanage. We're always growing, open to learning, and embrace a bit of healthy chaos.About the RoleWe're looking for a remote Social Media & Community Specialist to manage our vibrant online community across multiple platforms while ensuring exceptional customer experiences that reflect our magical, whimsical brand identity.In this role, you'll be the voice of our brand across Instagram, Facebook, TikTok, Threads, and X - responding to DMs and comments, resharing fan content, engaging with our creative ambassadors, and making every follower feel part of something special. You'll spend 90% of your time building genuine connections through social engagement and 10% backing up our Customer Support team during absences.This is a strategic growth role. As we scale 10x, we're promoting our existing team member to coordinator, creating a gap in execution duties. We need someone who can handle high-volume community engagement with consistency and warmth across varying shifts, including occasional weekends, for 24/7 coverage.OUR IDEAL CANDIDATE brings 1-2 years of experience in B2C social media management, community engagement, or customer support with a portfolio demonstrating your work. You can quickly learn and authentically adapt to brand voices - especially Gen-Z-friendly, whimsical tones - and you're proficient with tools like Zoho Social and Meta Business Suite. You're exceptionally reliable - the teammate everyone counts on to show up and respond when needed. You stay organized juggling multiple accounts and priorities, maintain warmth during frustrating interactions, and respond with empathy that makes people feel they can ask anything. You're open to learning, creative, community-driven, and understand that meaningful community building requires real human connection, not AI-generated responses.Your performance will be measured by follower growth, 24-hour response time, response quality maintaining our magical and whimsical brand voice, and engagement that ensures no one is left hanging.You'll be on the Customer Support team within the larger Marketing department, collaborating with CSM Agents, the Creative Ambassador Program team, Product Team, and Marketing Team. This position reports directly to the Influencer & Affiliate Coordinator.You’ll be doing things like:Community Management & Engagement (Primary Focus - 90%): Respond promptly to DMs, comments, and inquiries across Instagram (Main + 4 Regional accounts), Facebook (including community page), TikTok, Threads, and X - never leaving followers hanging; write all responses manually in our brand voice to create authentic connection and make people feel they can ask us anything; post stories, engage with tagged content, and reshare user-generated content to celebrate our community's creativity.Ambassador Program Management: Engage with our 350-500 creative ambassadors by commenting on, sharing, and celebrating their content across platforms; manage giveaways including winner selection, recipient contact, and delivery coordination for both company and ambassador campaigns; flag potential new ambassador accounts to the Ambassador Program team.Content Scheduling & Organization: Schedule and manage content using Zoho Social for consistent publishing; organize monthly content folders and categorize ambassador program reels by giveaway vs. non-giveaway content; tag products in all in-feed posts for improved discoverability.IG Live Event Moderation: Moderate Instagram Live sessions on product launch days with real-time text-based responses to comments and questions.Cross-Functional Coordination: Suggest emerging channels and trends to keep our social presence relevant; share product feedback, order insights, and customer observations with CSM Agents, Creative Ambassador Program team, Product team, and Marketing team; alert Website team to customer-reported glitches and flag customer trends for product or marketing strategy.Customer Support Backup (10%): Respond to customer support tickets via email within designated response times while maintaining our brand voice; handle order status, discount codes, and loyalty points (approximately 40 tickets/day during peak seasons); escalate complex tickets as needed; cover shifts during team absences and occasional weekends for 24/7 coverage.Skills & Qualifications1-2 years of prior experience in roles like B2C Social Media Manager, Community Engagement Manager, Customer Support Manager, Social Media Coordinator, or related positions.Proven ability to manage high-volume social media engagement across Instagram, Facebook, TikTok, and other platforms with active daily responsivenessStrong written communication skills with ability to quickly learn and authentically adapt to brand voice (especially Gen-Z-friendly, whimsical tones)Portfolio demonstrating B2C social media or community management workProficiency with social media management tools (Zoho Social, Meta Business Suite, TikTok for Business) and content organization systemsConsistently online when scheduled, responsive to teammates, and delivers work in reasonable timeframes (reliability is critical)Maintains professionalism and warmth even during frustrating customer interactionsHighly organized with ability to juggle multiple accounts, priorities, and platforms simultaneously in fast-paced environmentsEmpathetic communicator with strong EQ to read human behavior and emotions accurately through text-based interactionsCreative, community-driven, proactive, and adaptable with keen attention to brand tone and aestheticsBonus if you also have:Deeper experience in customer support, particularly handling difficult or escalated situationsUnderstanding of CRM scheduling platforms and ticketing systemsFamiliarity with AI tools for brainstorming and efficiency (while maintaining genuine human voice)Experience managing giveaway campaigns and ambassador programsBackground working with Gen-Z brand voices or creative communitiesFamiliarity with our tools: Zoho One (Social, Desk, Cliq, Mail), Meta Business Suite, TikTok for Business, ChatGPT, Google DrivePosition DetailsWorking Hours: 3 fixed shifts available, Eastern Time (ET; Toronto):12AM-8AM ET8AM-4PM ET4PM-12AM ETNote: Occasional weekend coverage may be required when filling in for team absences, but total hours capped at 40 hours/week. Flexibility across varying shifts (including weekends) needed for 24/7 coverageEmployment Type: Full-time (40 hours/week), Exclusivity PreferredEducation: Bachelor's degree in Marketing, Communications, or related field preferred, or comparable work experienceLevel: Junior (1-2 years of relevant work experience)Compensation: ~ CAD $650–$747 (KES 60K–69K) per month, based on experience. Structured as a Consultant Agreement (independent contractor), meaning you'll be responsible for your own taxes, benefits, and insuranceBenefits of working with us: 🚀 Work directly with a forward-thinking international company🏡 Work from the comfort of your home🏆 Incredibly talented teammates🧘🏾‍♀️ Work-life balance, capped at 40 hours/week💰 Above-market compensation🧠 Lots of learning & growth opportunities👥 Daily meetings with teammates to foster connection and collaboration🥳 Celebratory and inclusive remote culture🌱 Opportunities to grow and advance within the organization as the company scales 10x🎨 Engage with 135K+ Instagram followers and 350-500 creative ambassadors daily✨ Be part of exciting brand partnerships like Lord of the Rings, Harry Potter, Superman💬 Shape brand voice for a thriving creative community🖋️ Premium stationery product samples shipped to you—Additional keywords: Social media community manager, Instagram community specialist, B2C social media jobs, remote community manager, social media engagement specialist, brand community coordinator, customer service social media, social media moderator remote, DTC social media manager, e-commerce community manager, social media customer support, brand ambassador coordinator, community engagement manager, social media specialist Canada, remote Instagram manager, Facebook community specialist, multi-platform social media manager, content scheduler, social media coordinator remote, brand voice specialist, online community manager jobs, social media job remote Pakistan, community manager stationery, creative community manager, ambassador program manager, influencer community coordinator, social media engagement jobs, Gen-Z social media manager, whimsical brand voice, community building specialist