Social Media Engagement Manager

About Us
We run an e-commerce business in the herbal healing space, rooted in Traditional Chinese Medicine (a bonus if you're familiar). We are 100% Direct to Consumer (DTC) and largely a subscription-based business. Our Ambassador Program is a key growth channel, and we're looking for someone to lead outreach, management, and social engagement while providing community care through customer support.
Role Overview
This is a hybrid role focused primarily on ambassador management and social media engagement (70%) with customer experience support (30%). You'll report to the Head of Community Care and work closely with our CX Lead Agent and the broader CX team. You'll own the day-to-day ambassador relationships, social listening, content curation, and community engagement across Instagram and TikTok.
Primary Responsibilities: Ambassador Management & Social Media (70%)
Ambassador Outreach & Relationship Management
Source and recruit new ambassadors through proactive outreach on Instagram, TikTok, and other social platforms
Manage ambassador onboarding process and ongoing relationship nurturing
Process ambassador applications.
Track ambassador performance, content creation, and program engagement
Coordinate ambassador campaigns to drive additional conversions
Coordinate ambassador communications, including newsletter updates and program announcements
Request and organize raw b-roll content from ambassadors for internal content library
Monitor and report on ambassador-driven metrics and conversion performance
Social Media Engagement & Community Building
Reply to comments on our brand’s Instagram and TikTok accounts
Complete social engagement with ambassadors and niche creators in hormone health, TCM, period education, nervous system regulation, and holistic wellness across Instagram, Facebook groups, TikTok, Reddit
Leave thoughtful, specific comments on ambassador and relevant creator content (not generic engagement)
Build authentic relationships with emerging creators in our niche
Stay culturally relevant within the hormone health and TCM communities
Content Curation & Trend Research
Conduct weekly trending content research across TikTok and Instagram and identify trending videos/Reels weekly related to period symptoms, TCM, hormone healing, herbs, stress regulation, and related topics
Save content to organized collections and log links in tracking spreadsheet with analysis (hook, format, why it's trending)
Monitor daily social media tags, repost ambassador content to brand stories with branded backgrounds, and send personalized thank-you messages via DM
Download, organize, and archive all ambassador mentions, story tags, and weekly organic posts following established naming conventions and Drive folder structure
Secondary Responsibilities: Customer Experience (30%)
Respond to email, chat, or social media tickets from current and prospective customers, including:
Cancellation requests, website issues, shipping issues, order questions, product education
Follow Standard Operating Procedures when handling tickets
Escalate complex tickets to Lead Agent according to protocol
Process refunds, re-shipments, and other customer requests
Log product, fulfillment, and technology defects
Contribute customer insights during tea ---------- etings
Additional Responsibilities
Work 40 hours per week over 5 days
Support ad-hoc projects across Ops, Marketing, and Community Care teams
Maintain organized tracking systems for ambassador activities, social engagement, and customer interactions
The Ideal Candidate Will Have:
Required:
Exceptional English writing capabilities (understanding American terminology and expressions)
2+ years experience in influencer outreach, social media community management, or ambassador program coordination
Strong Instagram and TikTok native skills with ability to identify trends, spot emerging creators, and engage authentically
Highly organized with meticulous attention to detail
Experience with customer service handling email, chat, and SMS inbound tickets
Experience with Aspire, Shopify, Recharge, Gorgias, and Google Suite (especially Drive organization)
Comfort using AI tools (ChatGPT or other LLMs) to improve messaging and efficiency
Ability to work weekends (consistent schedule with start time between 8am-12pm EST, end time 5pm-9pm EST)
Self-starter mentality with ability to manage independent weekly tasks and proactively communicate status
Empathetic, warm communication style focused on building genuine relationships (not transactional engagement)
Eye for quality content and understanding of what makes posts replicable or scroll-stopping
Preferred:
Experience at an American DTC e-commerce startup in women's CPG, wellness, or healthcare
Prior experience managing or working with influencer/ambassador programs
Familiarity with Traditional Chinese Medicine, hormone health, or holistic wellness topics
Experience using content download tools and building organized content libraries
Experience with quiz platforms (Digioh, Pickzen, etc.)
Prior experience working with AI agents, escalating issues, and troubleshooting rules and knowledge bases
Personal interest in wellness, cycle health, or TCM
Next Steps
Please upload your resume and fill out this screening assessment: ---------- to help us assess your interest in this role and how you handle various customer and ambassador scenarios. If it seems like a good fit, we'll reach out to schedule an interview. We'd love for someone to start by early March.