DM Setter, Community Engagement Specialist
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Job Description
Social Media Community Specialist at a global staffing agency enhancing customer interaction and driving conversions. Focused on engagement and fostering an online community around the client's brand.
Responsibilities:
- Respond to inbound DMs promptly and professionally, following a structured conversation flow.
- Qualify leads by understanding needs, budget, urgency, and fit.
- Drive conversions by guiding conversations toward the next step (booking a call, collecting info, sending links, completing a purchase, etc.).
- Handle objections confidently (price, timing, “send me info,” hesitation) while keeping the tone aligned with the brand.
- Reply to comments strategically to boost engagement and move qualified people into DMs.
- Execute posting tasks for content that is already planned/scheduled (publishing, basic coordination, ensuring it goes out correctly).
- Maintain brand voice across all interactions—natural, consistent, and on-tone.
- Track and follow up using IG tools/labels, spreadsheets, or CRM (no dropped conversations).
- Share simple performance updates (response time, volume, qualified leads, conversions, common objections, audience insights).
- Escalate sensitive or complex issues to the team when needed (without guessing or overpromising).
Requirements:
- 1–2+ years of experience handling Instagram (or social) DMs for a brand: sales, customer support, community, or appointment setting.
- Excellent written English with a natural, conversational tone (can match brand voice + adapt to different personalities).
- Conversion mindset: comfortable qualifying leads, following a script, and moving people toward a clear next step (call booked / link clicked / purchase / application).
- Strong organization + follow-up habits (labels, notes, tracking, and not letting leads go cold).
- High EQ + calm under pressure: can handle objections, complaints, and “difficult” messages without getting defensive.
- Fast response time + consistency: able to manage high DM volume daily and keep response SLAs.
- Familiarity with tools like Instagram labels, Meta Business Suite, Google Sheets/Airtable, and ideally ManyChat or similar DM automation (nice to have).
- Basic content execution skills (nice to have): posting scheduled content, light community management, comment engagement.
- Availability: Full-time, reliable schedule aligned with business time zone (and willing to cover peak engagement windows).
- Confidentiality + professionalism: understands customer privacy and brand reputation.
Benefits:
- Competitive salary.
- Ability to work remotely.
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