Community Management

Required skills

Requirements

2+ years of community management experience
Experience with Google Reviews, Yelp
Experience with Sprout Social, Zendesk, Salesforce
Proficiency with written client communication and brand-aligned messaging
Ability to respond to negative or emotionally charged feedback with professionalism and empathy
Ability to manage multiple client accounts while maintaining quality and response time standards
Deep knowledge of online reputation management and social engagement best practices
Deep understanding of tone adaptation and client-facing communication
Interest in digital community engagement and client experience
Availability to support multiple accounts in a fast-paced environment
Strong communication skills in both spoken and written English

This is a part-time role (20 hours/week) for a long-term contract
Manage Google review responses: Monitor and reply to positive and negative reviews for multiple veterinary clinics
Craft brand-aligned messaging: Write customized responses reflecting each clinic’s tone and communication style
Handle sensitive feedback: Address negative reviews with empathy and professionalism, escalate complex cases when required
Ensure SLA compliance: Meet defined response time targets across accounts
Oversee Facebook engagement: Monitor and respond to comments and direct messages in alignment with brand and industry standards
Identify reputation risks: Flag potential PR issues and support proactive community management
Promote positive interaction: Encourage constructive engagement within online communities
Coordinate across systems: Manage engagement through Sprout Social, communicate with clients via Zendesk, reference Salesforce for customer context, track workflows in Wrike
Maintain documentation: Record tone guidelines and response preferences for each clinic
Improve operational processes: Collaborate internally to enhance quality standards and workflow efficiency