Social Media Manager

Social Media Manager* *Overview* We are a luxury custom goods brand specializing in transforming designer items (Louis Vuitton, Gucci, Tiffany & Co., Cartier, Rolex, Chanel, and more) into unique, functional trays and display pieces. Our business receives a high volume of daily inbound leads through social media. We are looking for a Social Media Community & Customer Support Specialist to manage incoming messages, respond to inquiries, and guide potential customers toward booking consultations via our website. This role is focused on DM engagement, lead conversion, and structured follow-up across social platforms. You are not just replying to messages, you are actively helping turn interest into booked consultations. *About the Brand* Founded in 2019, this business was built from the ground up by an artist and entrepreneur with a strong focus on craftsmanship and design. Each piece is custom-made, highly personal, and created from luxury designer goods sent in by clients. As the founder focuses more on production and creative work, this role ensures that all inbound interest is handled professionally, efficiently, and converted into action without losing the brand’s tone or customer experience. *Key Responsibilities* - Respond to Instagram and Facebook DMs and comments - Manage and engage with leads using ManyChat automation tools - Handle customer inquiries using provided guidelines and brand tone - Guide potential customers to the consultation booking page - Support lead conversion from inquiry → booking - Maintain fast, consistent response times during shifts - Escalate complex or sensitive inquiries when necessary - Follow structured messaging, tagging, and lead-handling processes *Requirements* - Experience in customer support, social media DM management, or lead conversion roles - Hands-on experience with ManyChat (or similar chatbot/automation tools) - Strong written English communication skills - Comfortable handling high volumes of incoming messages - Detail-oriented, proactive, and structured in communication - Ability to follow systems and improve workflow efficiency *Working Hours* - Full-time (40 hours per week) - Rotating schedule, Monday–Sunday - Shifts fall within U.S. Eastern Time (ET), 8:00 AM – 6:00 PM - Exact shift allocation depends on operational coverage needs