Social Media Community Manager

Job description

## **About Tin Can** Here at Tin Can, we're working to give kids the social independence we had growing up. We've built a modern remix of the classic home phone, running on a private network with safety-first features, thoughtful design, and a few delightful surprises along the way. As we gear up to scale even more to thousands of families, we're ready to bring on a Social Media Community Manager to help make it happen. ## **The Role** For a lot of parents, a DM or a comment is the first real conversation they have with Tin Can outside the box itself, and during the holiday rush, that conversation happens a lot more often. A slow reply, a missed comment, or a tone that doesn't sound like us isn't just a missed engagement metric, it's a family we didn't get to reassure. The Social Media Community Manager owns that conversation end to end, everywhere it happens. You'll live in Sprout Social and Meta Business Suite, working across Instagram, TikTok, Reddit, and Facebook, and you'll sit close to the Social Media Specialist and the Customer Support Specialists, reporting into the Head of Brand Strategy & Communications. Your job is to make sure DMs and comments never go stale when volume spikes and coverage thins out. You'll know when to answer something yourself, when to hand it to support, and when to flag it up, and you'll never let a family wonder if anyone's listening. ## **What You'll Do** - Monitor and respond to DMs and comments across Instagram, TikTok, Reddit, and Facebook - Work inside Sprout Social and Meta Business Suite to manage volume, tag conversations for reporting, and reply to threads - Triage inbound conversations by severity, routing sensitive or escalation-worthy threads to support or leadership - Partner with the Customer Support Specialist to hand off order, shipping, and account issues cleanly - Coordinate with the Social Media Specialist so replies match what's live on the content calendar - Track response time, volume, and sentiment trends, and flag spikes before they become a backlog - Keep every reply in Tin Can's voice - Report weekly volume and trend summaries to the Head of Brand Strategy & Communications ## **What We're Looking For** - Prior experience in community management, social customer care, or social-support experience - Comfortable owning high-volume DMs and ad comments across Instagram, TikTok, Reddit, and Facebook without letting anything go unanswered - A clear, on-brand writer who can hold a brand voice under pressure - Able to tell the difference between something to answer, something to escalate, and something to hand off - Comfortable working potential weekends and holiday-season surges, with PTO coverage - Collaborative; happy to loop in support or social when something's outside your lane - Bonus: experience with Sprout Social and/or Meta Business Suite - Extra bonus: you already know Tin Can, and you're the type who'd rather pick up the phone than text ## **Why Join Tin Can** - **We're building tech that protects childhood**: We're on a quest to give kids a more analog childhood — one with real conversations, real connection, and way less screen time. This is a rare opportunity to build something that truly matters. - **Build something from (almost) nothing:** most lifecycle roles ask you to optimize an existing program. This one is yours to shape from the ground up, with the freedom to define what good looks like and real ownership over the results. - **A seat with real reach:** your work touches nearly every part of the customer journey - giving you outsized influence over retention and revenue, not just one narrow slice of it. - **Small, high-trust team**: Every company says "team," but at Tin Can it means something different. We're a small, mission-driven group that genuinely has each other's backs — professionally and personally. Your ideas and instincts matter from day one. If you're excited by the idea of shaping how thousands of families experience something simpler and better for their kids, please reach out. We can't wait to meet someone who's ready to jump in, set the bar, and help us grow.