Community Engagement Coordinator

Colossal is the world’s largest provider of online competitions, bringing together brands and our community to create life-changing opportunities while supporting charity. Philanthropy is our vision, our mission, and our action.

We have a brilliant team, and we’d love it if you joined us. Here are some reasons why you’ll love working at Colossal:

• Impact: You’ll play a central role in ensuring campaigns execute smoothly, partners feel supported, and internal teams stay aligned, helping Colossal drive real-world impact.
• Growth: Colossal is rapidly growing: This is your opportunity to join during a high-impact growth phase where your work directly shapes the next chapter.
• Work/Life Balance: We believe in working to live, not living to work, and encourage a healthy balance for all employees.

Benefits

• Generous PTO program
• Paid sick leave
• Holiday leave
• Maternal leave
• Volunteer time-off program
• 75% health, vision, and dental insurance coverage
• 401(k)

Perks

• Monthly events and team-building activities
• 1–2 catered lunches per month
• In-house fitness center
• Office snacks

What we’re looking for:

We’re hiring a Community Engagement Coordinator to help run our daily inbound engagement across Colossal and our competition accounts. This role is responsible for replying to comments and DMs, applying consistent topic and sentiment tagging, and using clear escalation and moderation standards to protect trust and reduce confusion at scale.

Colossal operates multiple competitions across high-volume social channels. The Community Engagement team is the front line of our brand trust. We’re building a best-practice community operation that prioritizes calm clarity, consistent voice, and fast, accurate responses. The result is a healthier public narrative, fewer repeat questions, and a better customer experience.

Key Responsibilities

• Respond to inbound comments and DMs across platforms, including Facebook, Instagram, TikTok, YouTube, and platforms as needed, using approved response frameworks and templates
• Maintain a consistent brand voice that is confident, human, clear, inspiring, and accountable, especially in high-tension threads.
• Prioritize clarity and resolution over debate, ensuring replies remain concise, accurate, and helpful
• Apply required topic and sentiment tags to all handled interactions to support reporting and trend analysis
• Follow established workflow standards to ensure interactions are properly handled, tagged, documented, and routed when needed
• Use social media management tools as the system of record, maintaining accurate and organized data reporting
• Moderate comments according to documented policies related to safety, harassment, spam, and privacy violations
• Protect open conversation by avoiding the removal of legitimate criticism or skepticism unless it violates policy
• Document moderation actions and escalations to ensure decisions remain consistent and reviewable
• Identify high-risk situations quickly and escalate issues through the appropriate internal channels, including support, legal, or PR/communications
• Route account-specific issues to support teams using approved handoff language that feels professional and helpful
• Maintain a calm and consistent public presence during escalations by using approved hold language when necessary
• Flag recurring confusion themes, emerging risks, and repeat customer questions to help improve templates, FAQs, pinned explainers, and upstream communication
• Contribute examples of new questions and edge cases to improve the response template library over time
• Support engagement coverage during peak activity periods and occasionally outside of normal business hours when needed

What Success Looks Like

• High-quality, consistent replies delivered at a pace that matches channel needs during both normal and peak periods
• Accurate tagging on handled interactions, enabling reliable reporting and trend analysis
• Policy-consistent moderation that protects safety without increasing distrust
• Clear escalation behavior that is fast, calm, and well-documented when needed
• Reduced repeat confusion over time as templates and upstream communication improve

Our Ideal Candidate

• Strong written communication and editing skills with excellent attention to detail
• Comfortable with high-volume, public-facing customer interaction, including skeptical or frustrated audiences
• Sound judgment and the ability to follow policy consistently, especially under pressure
• Experience using social platforms professionally and familiarity with comment and DM workflows
• Organized and process-oriented with the ability to follow workflows, apply tags, and handle routing without dropping context

Preferred Qualifications

• Experience in customer support, trust & safety, moderation, or community management at scale
• Experience working in social media management tools such as Brandwatch, Sprout Social, Khoros, or similar platforms
• Familiarity with reputation-sensitive environments and escalation workflows
• Experience working across multiple brands, campaigns, or high-volume accounts

Why This Role Matters

Colossal runs high-visibility competitions that rely on public trust. Community Engagement is how we show up when people have questions, concerns, or confusion and how we model best practices publicly. This role helps protect reputation, improve customer experience, and support participation by making our online presence feel clear, consistent, and credible.

Colossal is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Pay: $45,000.00 - $48,000.00 per year