Community Manager responsible for engaging and moderating client social media platforms for GoSpooky. Crafting witty responses and nurturing online communities across various platforms.
About the role
- CX & Community Manager at Nero overseeing customer experience and community engagement in a hybrid work setup. Engaging with customers and supporting operational tasks for a growing activewear brand.
Responsibilities
- Manage all inbound customer queries across email and support channels
- Resolve issues quickly and thoughtfully, ensuring a high-quality experience
- Proactively communicate with customers around order updates or delays
- Liaise with warehouse partners to track orders and resolve fulfilment issues
- Handle returns and exchanges with care and attention to detail
- Monitor and respond to comments and DMs across social platforms
- Represent the brand voice clearly warm, considered, and human
- Engage with the community in a way that reflects Nero’s premium positioning
- Identify trends, feedback, and conversations happening within the audience
- Escalate sensitive or high-risk interactions appropriately
- Support the founder with day-to-day operational tasks and admin
- Maintain clear internal communication across customer and fulfilment updates
- Surface issues early, providing context and suggested solutions
- Produce regular updates on customer feedback, common issues, and sentiment
- Act as a reliable, hands-on support across the business as it scales
- Ensure every customer interaction reflects a high standard of care
- Maintain strong attention to detail across communication and processes
- Take ownership of the overall customer journey and how it is delivered
- Continuously look for ways to improve efficiency and clarity across support
Requirements
- Previous experience in a customer experience, support, or community role
- Strong written communication skills with a natural, human tone
- Highly organised with the ability to manage multiple workflows
- Comfortable working cross-functionally with operations and logistics
- Experience in a DTC or eCommerce brand is a plus.
Benefits
- Hybrid set up with office based in Manchester
- Opportunity to work closely with a founder in a high-growth brand
- Real ownership and impact from day one
- Fast-paced environment with strong learning and progression opportunities
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