Social media manager

Role Overview
We're looking for someone reliable, organized, and experienced to join our team as a Social Media Manager / Customer Support. You’ll be the first line of communication between Cloud Nine and our customers. Managing DMs, comments, and engagement across all platforms including facebook, Instagram, Pinterest, Youtube, Snapchat, while also scheduling and organizing content like feed posts, Reels, and Stories for Facebook + instagram.

???? Key Responsibilities
Customer Support & Comments/DM Management
- Monitor and respond to all comments and DMs on ALL:
Instagram

Facebook
Snapchat
Pinterest
YouTube

- Provide timely (within 12 hours), professional, and empathetic responses using our brand tone
- Use Shopify to check order statuses and handle customer inquiries in DMS
- Escalate complex situations to expert Customer Support team
- Keep a record of all inquiries and resolutions for internal tracking

???? Instagram Feed Management
- Post 12–15 monthly posts based on the content calendar and visual feed provided
- Write authentic, on-brand captions and submit for approval
- Schedule content using Instagram Business Suite or Later

???? Reels Management
- Select and download 90 of the best-performing TikToks from all accounts monthly
- Cleanse videos of metadata/watermarks
- Upload to Drive, write captions, and schedule 3 Reels per day
- Ensure captions are short, fun, and align with Cloud 9’s voice

???? Story Management
- Design and schedule 3–4 interactive Stories/week (polls, games, quotes, tips)
- Submit for approval before scheduling

????KPI
- Monitor performance and engagement

???? What We’re Looking For
- Strong customer service skills. Experience handling DMs, descaling negative feedback, and keeping customers happy is a must
- Social media savvy. You should understand what good content looks like and how to engage people online
- Organized and dependable. We’re a growing brand and rely on consistency
- Comfortable with tools like Shopify, Instagram Business Suite, Canva, and Google Drive
- A good eye for visuals and captions. Everything should look clean and feel on-brand

???? Bonus
- Experience with content creation or copywriting
- Worked with a small business or e-commerce brand before
- Familiar with TikTok trends and UGC

???? How to Apply
Please send:
- Your resume
- A social media portfolio. Show past work, content you’ve created, and accounts you’ve managed
A detailed explanation of your past experience and why you’re the best fit for this role. Please include:
Specific examples of customer interactions you’ve handled
Platforms you’ve worked on
What excites you about working with Cloud 9 Hoodies

Your proposed monthly rate (current rate is $150/month for all tasks listed, but we’re open based on experience and added value)

???? Why Join Cloud 9?
You’ll be part of a purpose-driven brand that’s helping people feel good—literally. You’ll gain experience working across all major social media platforms, and play a big role in shaping our online presence.