- Workplace
- Remote
- Type
- Full-time
- Seniority
- Manager
- Experience
- 1+ years
- Source
- RecruiterFlow
Description
HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.
Location: Remote from Latin America
Position Type: Full-time
Salary: $1,500 USD/month
Schedule: Monday – Friday, 9:00 AM – 6:00 PM US Eastern Time, including a lunch break
Our Client is an industry-leading, omni-channel digital commerce agency managing over $2.5B in client revenue and $500M+ in digital ad spend across 250+ brand partners. Built to solve market fragmentation for high-growth Direct-to-Consumer (DTC) brands, our client unites media buying, data analytics, creative strategy, and e-commerce operations. Operating with a high-performance, data-driven, and client-centric culture, our client empowers brands to scale measurably across search, retail media, social, and owned digital channels.
Our Client is seeking a Community Management Specialist to support customer engagement and day-to-day execution across Community Management and TikTok Shop. Community Management is the primary responsibility of this role. The specialist will monitor and respond to customer conversations across social and commerce channels, identify issues requiring escalation, and help brands maintain timely, thoughtful, and consistent interactions with their audiences.
Based on client needs and team capacity, this role will also support TikTok Shop operations, including Seller Center monitoring, product and promotion updates, platform connections, and operational troubleshooting. This is a hands-on execution role for someone who is organized, responsive, comfortable moving between platforms, and interested in developing broader experience across customer engagement and social commerce.
Community Management: Primary Focus
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Manage day-to-day community engagement across assigned client accounts and platforms, including TikTok, Instagram, Facebook, Reddit, and other relevant social or commerce channels.
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Monitor comments, direct messages, mentions, tags, reviews, and other inbound customer interactions.
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Respond using approved brand voice, community guidelines, FAQs, and escalation procedures.
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Identify and escalate customer-service issues, product concerns, sensitive conversations, and potential brand risks.
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Maintain accurate escalation records and route issues to the appropriate client or internal team.
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Monitor conversation volume, response times, sentiment, recurring questions, and emerging themes.
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Surface customer insights that can inform Organic Social, Creator Marketing, Lifecycle, and commerce strategies.
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Moderate communities and remove or flag spam, harmful content, or policy violations according to established guidelines.
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Support community engagement around campaigns, product launches, creator activations, and promotional moments.
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Maintain response libraries, FAQs, escalation documents, and account-specific community guidelines.
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Support community reporting by documenting key trends, notable conversations, and actionable recommendations.
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Help ensure service-level expectations are met across assigned accounts during established business hours.
TikTok Shop Operations: Based on Business Need and Capacity
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Support the day-to-day operation of TikTok Shop accounts.
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Monitor Seller Center messages, notifications, account health, and operational alerts.
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Support product listing updates, promotional setup, merchandising changes, inventory checks, campaign tracking, and operational follow-ups.
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Assist with campaign setup, promotion validation, product eligibility checks, and Shop Challenges.
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Support platform connections such as TikTok Ads and Seller Central, troubleshoot integration issues, and help ensure smooth data flow between systems.
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Monitor fulfillment, listing, policy, inventory, and account issues and escalate them appropriately.
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Maintain operational trackers, account documentation, and recurring task lists.
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Gather operational metrics and document account activity for TikTok Shop reporting.
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Follow established processes for policy violations, technical issues, and platform support requests.
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Support TikTok Shop execution without independently owning client strategy, GMV forecasting, paid media strategy, or senior client relationships.
Cross-Functional and Operational Support
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Coordinate with Organic Social, Creator Marketing, Lifecycle, Social Commerce, and Client Services teams.
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Share customer and creator insights with the teams responsible for content, campaigns, and account strategy.
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Maintain accurate updates in Asana or other project-management systems.
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Participate in internal account meetings and provide clear updates on activity, risks, and outstanding needs.
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Follow established approval workflows, documentation requirements, and client communication protocols.
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Help improve operating procedures, templates, trackers, and response resources.
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Use approved AI and productivity tools to improve efficiency while maintaining accuracy, confidentiality, and brand standards.
Required
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1-3 years of experience in Community Management, Social Media, Customer Experience, Ecommerce, Email Marketing, or Digital Marketing.
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Strong written communication, grammar, and proofreading skills.
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Ability to adapt communication to different brand voices and customer situations.
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Sound judgment when handling sensitive issues, complaints, or escalations.
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Excellent organization, responsiveness, and attention to detail.
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Ability to manage recurring responsibilities across multiple clients and platforms.
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Comfort working within defined processes, response guidelines, approval workflows, and escalation procedures.
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Ability to prioritize urgent customer-facing needs while completing scheduled operational work.
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Strong collaboration and communication skills.
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Willingness to learn new platforms and expand into additional social-commerce operations.
Preferred
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Experience managing brand comments, direct messages, mentions, or reviews.
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Experience with TikTok, Instagram, Facebook, Reddit, Discord, or social-media management platforms.
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Familiarity with TikTok Seller Center or TikTok Shop.
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Experience with Klaviyo, SAP, Salesforce Marketing Cloud, or another email or SMS platform.
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Experience supporting ecommerce, retail, beauty, consumer goods, or lifestyle brands.
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Familiarity with Asana or a similar project-management platform.
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Agency experience supporting multiple client accounts.
Key Competencies
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Customer-first communication and brand-voice adaptability.
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Prioritization and time-sensitive issue management.
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Risk identification, escalation judgment, and attention to detail.
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Cross-functional collaboration and clear status communication.
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Process discipline, documentation, and continuous improvement.
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Capacity awareness and proactive communication before delivery is affected.
Initial Performance Expectations
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First 30 days: Learn Company's Community Management processes, client brand voices, escalation procedures, reporting expectations, and platform workflows.
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As proficiency grows: Begin supporting designated TikTok Shop operational tasks based on business needs, individual strengths, and available capacity.
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Within 60-90 days: Independently manage assigned Community Management responsibilities, consistently meet response and escalation expectations, and complete designated TikTok Shop tasks with limited oversight.
Application Disclaimer: Please Read Before Proceeding
To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.
Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.
Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.
Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.
Check Your SPAM Folder
All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.
We appreciate your interest and look forward to reviewing your application!