Online Customer Engagement Manager

Let’s Talk About the Role

Picture kicking off your morning with a hot drink you love, a playlist that sets the mood, and chats with people across the globe. That’s what this role feels like. Our focus is simple: make customers feel listened to, understood, and appreciated—no matter the distance. As our Online Customer Engagement Manager, you’re the one shaping how people connect with us online. This isn’t about stiff scripts. It’s about genuine conversations, smart problem-solving, and a natural feel for what people need.

Why This Role Matters

Think back to the last time someone really “got” you during a customer service interaction. That spark of connection? That’s what we want our customers to feel—every time. It’s more than answering questions; it’s earning trust, guiding people, and creating moments they’ll remember. Your work here will influence how people see us. You’ll be both the strategist and the storyteller behind our online voice.

A Day in the Life

One day might be all about planning a big online event. The next, you’re chatting live with customers and helping them solve problems. Examples?

• Morning: Scan overnight messages, notice a trend, and add it to the weekly team discussion.
• Midday: Brainstorm a fresh customer reward idea with the social team.
• Afternoon: Help a customer out of a sticky situation and turn it into a win.
• End of day: Review engagement numbers, note what worked, and prep for tomorrow.

Every day brings something new.

Making Remote Work Feel Close

We know remote work can get lonely. That’s why we make time for real connection. Weekly team calls aren’t just about updates—they’re about sharing quick wins, telling funny stories, and sometimes introducing pets. You’ll feel part of a team, not just a name on a screen.

Your Responsibilities

You’ll be right at the heart of how we engage with customers. That means:

• Driving our online engagement plans across social, live chat, and communities.
• Joining conversations with warmth and purpose.
• Spotting feedback trends and acting on them quickly.
• Writing responses that sound like a real person, not a bot.
• Helping teammates master our tone and approach.
• Working side-by-side with marketing, product, and support so every customer’s experience feels seamless.

What Helps You Succeed

• You can read between the lines in conversations.
• You write in a way that’s clear and easy to connect with.
• You’re comfortable managing several chats at once.
• You notice patterns and act before small issues grow.
• You naturally lift team morale and make remote collaboration feel lively and connected.

A Real Example

Recently, a loyal customer shared frustration about a delayed delivery. Instead of a bland “Sorry for the inconvenience,” you might say:

Hey Alex, I get how this could mess up your weekend plans. Let’s fix it right now so you can still enjoy them.

A couple of hours later, problem solved and the customer posted a thank-you. That’s the kind of impact we aim for.

Tools We Use

• Social media platforms and scheduling tools
• Live chat and ticket systems
• Engagement analytics dashboards
• Video meeting tools

If you’re quick to pick things up, the exact platform names won’t matter—you’ll learn them fast.

Teamwork Across Time Zones

You’ll work with people in marketing, product, and other areas, combining everyone’s skills to make customer experiences better. Good ideas can come from anywhere, and we make sure they’re heard.

Room to Grow

We believe in learning and development:

• Access to courses and training
• Chances to lead projects and test ideas
• Useful, straightforward feedback to help you grow

We want you to leave this role stronger, more skilled, and ready for your next big challenge—inside or outside the company.

When It Gets Tough

Some days things won’t go to plan. A campaign might miss the mark. A customer might be hard to win over. We don’t just move on—we figure out why, adjust, and come back better.

Your First Three Months

• Weeks 1–2: Meet the team, learn our style, explore the tools.
• Weeks 3–6: Take on customer conversations and join campaigns.
• Weeks 7–12: Lead a small project, share results, and celebrate wins.

By then, customers will already know your name.

Pay & Benefits

• Salary: $160,500 per year
• Flexible hours
• Paid time off
• Wellness budget for gym, health apps, or similar
• Team meet-ups in person

Our Culture

We keep things real—casual when it fits, serious when it matters. We celebrate wins big and small. We value what makes you unique, whether it’s sending the perfect GIF or starting meetings with fun facts.

Why You’ll Enjoy This Role

Here, you’re part of a team that truly cares. You’ll see the results of your work, grow in unexpected ways, and make customers smile. When someone messages,

Ready to Start?

If this sounds like the challenge you’ve been waiting for, bring your skills, ideas, and personality. Let’s create the kind of experiences people can’t stop talking about.