Social Community Coordinator

Our direct client has a contract need for a Social Community Coordinator in Plano, Texas.

Tuesday - Saturday (on-site Tuesday and Wednesday)

This is a high-volume, queue-based role with performance metrics tied to responsiveness and engagement quality. Prior experience in social community management, customer care, or social care is strongly preferred.

Strong candidates will be:

• Comfortable in fast-paced environments where daily output is tracked
• Confident in navigating inbound and outbound social conversations across multiple platforms
• Skilled in tone-appropriate writing with attention to detail, tagging accuracy, and brand safety
• Experienced with tools like Sprinklr (or similar platforms)
• Familiar with beauty, haircare, or nails
• Managing online communities and responding to comments

We are seeking a Social Community Coordinator (40 hours/week) to support community management, engagement, and brand-building for a leading beauty retailer. This role requires a strong understanding of social media platforms, community-first engagement, and customer care. A professional background or personal passion for hair and beauty products is strongly preferred.

The ideal candidate has proven community management skills, excellent creative writing abilities, and the resourcefulness to think outside of the box—while maintaining consistency with brand voice, tone, and values.

Role Expectations

• This is a contractor role requiring 40 hours per week. This is a hybrid position with in-office work required on Tuesdays and Wednesdays.
• Core hours should align with the company’s business schedule (see schedule above), with some flexibility to account for coverage during peak engagement times, trending conversations, or campaign activations.
• Deliverables will be tied to daily and weekly engagement goals, sentiment monitoring, reporting cadence, and consistent representation of brand standards.

What makes someone successful in this role:

We’re looking for someone who thrives in a fast-paced, high-volume environment and can manage social community interactions with a customer-first mindset. Success in this role requires:

• Strong problem-solving skills and good judgment to resolve customer issues or misinformation in real time
• Comfort working in a queue-based system with clear response rate and case closure goals
• Ability to identify trends, share product recommendations, and link to relevant deals on our site
• Experience working independently, especially during weekend shifts, while still meeting SLAs
• Deep commitment to tone, voice, and brand standards, including knowing when to use a canned response vs. personalize
• Strong attention to detail with accurate tagging, categorization, and documentation of engagement
• Must be able to identify sensitive comments and potential escalation issues. Responsible for flagging internally and knowing when to monitor or hold response. Willingness to collaborate cross-functionally and flag issues/escalations professionally

Responsibilities

Community Engagement & Management

• Execute inbound and outbound engagement across key platforms including Instagram, Facebook, TikTok, YouTube, Pinterest, Twitter (X), Reddit, and others.
• Manage public and private messaging: post comments, DMs, forums, and community spaces.
• Monitor conversations in real time, responding in brand voice to foster community trust and advocacy.
• Engage with influencer content and vendor/brand partner posts to amplify brand presence.

Platform Tools & Process Adherence

• Utilize Sprinklr for engagement, workflow management, tagging, and reporting.
• Execute in-app native engagement when appropriate.
• Follow established processes and escalation procedures for community management and social care.

Brand Stewardship & Customer Care

• Maintain brand standards for tone, voice, inclusivity, and values.
• Deliver best-in-class social care, turning potential negative interactions into positive brand experiences.
• Proactively identify and surface community insights, emerging issues, and opportunities to internal teams.

Reporting & Insights

• Support weekly social reporting by tracking engagement, community sentiment, and follower growth.
• Provide insights and recommendations to improve strategy, based on observed audience behavior.

Success Metrics

Performance will be measured by:

• Channel Engagement Growth (comments, replies, conversations initiated/resolved).
• Case Volume and completion rate – meeting or exceeding the daily target
• Response rate and coverage – maintaining brand response rates and SLA
• Engagement quality – adhering to Sally Beauty tone and brand voice in all interactions
• Reporting – submitting reports with actionable insights
• Follower Growth & Retention across key channels.
• Share of Voice (SOV) & Sentiment Health in community interactions.
• Response Time & Quality in inbound/outbound community care.

Knowledge, Skills and Abilities

• 2–4 years of community management experience (agency or in-house).
• Experience building a community
• Strong writing and communication skills with proven ability to adapt to brand voice.
• Familiarity with Sprinklr (or similar social management tools).
• Passion for beauty, haircare, or related categories preferred.
• Ability to manage a high volume of conversations while maintaining consistency and empathy.
• Resourceful, adaptable, dependable, collaborative
• Strong attention to detail, ability to multi-task with accuracy, and work under pressure to meet deadlines
• Brand advocate mindset as first-line of voice for the client
• Open to feedback and coaching