CX Brand Response Manager

Permanent Employee, Full-time, Remote, EST Shift
Monthly Net Salary: Up to ₱80,000

Job Summary:

We are seeking an experienced CX Brand Response Manager to own how the brand shows up in public-facing customer conversations across social media platforms, review sites, Reddit, and other community channels. This role sits at the intersection of social media engagement, community management, and customer experience, ensuring every interaction is timely, genuine, and aligned with the brand voice.

The ideal candidate has strong social media and customer experience expertise, along with experience leading a small team. This role will oversee day-to-day brand response, maintain quality standards, manage complex escalations, and translate customer feedback into actionable insights for the broader organization.

Responsibilities:

  • Social Media Response & Brand Voice

    • Own inbound community engagement across social media platforms, including comments, DMs, reviews, Reddit, and other public-facing channels

    • Respond to and manage customer conversations while maintaining a consistent, authentic, and brand-aligned voice

    • Establish and maintain guidelines for how the team communicates across different social and community platforms

    • Moderate conversations to maintain a safe and respectful community environment

    • Identify and appropriately escalate sensitive, high-risk, or high-visibility situations

  • Team Leadership & Quality

    • Lead, coach, and develop a small team of Brand Response or Customer Experience Representatives

    • Establish response standards, tone-of-voice guidelines, escalation protocols, and SLAs

    • Conduct quality assurance reviews to ensure responses meet brand and customer experience standards

    • Identify performance gaps and provide ongoing coaching and feedback

    • Train new team members on brand voice, social media platforms, response procedures, and evolving best practices

  • Voice of the Customer & Escalations

    • Monitor social media and community conversations to identify customer sentiment, recurring concerns, and emerging trends

    • Own the resolution of complex or high-impact customer situations that require judgment beyond standard response procedures

    • Translate Voice of the Customer (VOC) insights into structured recommendations for Brand, Marketing, Product, and other teams

    • Identify systemic patterns behind customer escalations and recommend potential improvements

    • Distinguish between individual customer concerns and broader trends that require organizational attention

  • Tools & Reporting

    • Manage social response and customer service workflows using social media management and CRM platforms

    • Track response volume, sentiment trends, escalations, and recurring customer pain points

    • Deliver regular reporting and insights to relevant stakeholders

    • Track high-visibility customer issues and ensure they are resolved within established SLAs

Requirements:

  • 4–6 years of experience in customer experience, social response, community management, social media management, or a related customer-facing role

  • Strong hands-on experience managing brand social media channels, including customer comments, DMs, reviews, and community conversations

  • Experience managing customer-facing interactions across platforms such as Instagram, Facebook, TikTok, Reddit, or similar social and community channels

  • Experience working with a DTC, e-commerce, consumer, or lifestyle brand

  • Experience leading a small team, including quality assurance, coaching, and performance management

  • Demonstrated experience owning public-facing brand responses across social media, review platforms, and online communities

  • Experience with Voice of the Customer (VOC), customer sentiment analysis, or escalation management

  • Exceptional written communication skills with the ability to adapt tone across different platforms, audiences, and customer situations

  • Strong judgment with the ability to recognize and appropriately handle sensitive or high-risk customer interactions

  • Ability to analyze large volumes of customer feedback and identify meaningful patterns and trends

  • Comfortable working with tools such as Gladly, Dash Social, Shopify, or comparable CRM, social media management, and e-commerce platforms

  • Strong organizational skills with the ability to manage response SLAs and multiple priorities in a fast-paced environment

Apply now