Community Interaction Representative (Overnight Shift)

About Comfrt:

Comfrt is one of the fastest-growing direct-to-consumer brands, dedicated to blending mental wellness, inclusivity, and elevated comfort into every piece we create. Our mission goes beyond clothing — we strive to build a community where everyone feels supported and seen. 

About the Role:

We’re looking for Community Interaction Representatives to be the voice of Comfrt across TikTok, Instagram, and Facebook, creating positive and personalized experiences for our customers through comments, DMs, and social interactions. You’ll answer questions, help resolve order and product issues, and bring Comfrt’s brand voice to every interaction while partnering with our Customer Service and Fulfillment teams. This is a fast-paced, hands-on role for someone who is solutions-oriented, customer-focused, and comfortable working independently.

Availability Requirement
This role requires availability for the following shifts:

1. 6:00pm - 2:30am ET/3:00pm -11:30pm PT
2. 10:00pm - 6:30am ET/7:00pm - 3:30am PT
3. 2:00am - 10:30am ET/11:00pm - 7:30am PT 

Please indicate which shifts you are available for in the application.

Key Responsibilities:

• Respond promptly to customer inquiries across social platforms, including questions about product details, policies, order statuses, shipping, and delivery
• Engage with customers through comments, DMs, story reposts, and tagged posts across TikTok, Instagram, and Facebook
• Assist with content engagement strategy, including reposting stories and interacting with tagged content and comments
• Maintain Comfrt's brand voice across all customer communications and platforms
• Drive customer satisfaction through in-depth product knowledge and a solution-oriented approach
• Manage order-related inquiries, including updates, modifications, cancellations, and replacements
• Creatively investigate and resolve customer issues related to orders, products, and shipping
• Build strong relationships with customers, fostering loyalty through positive and professional interactions
• Assist in managing post-purchase communication via social platforms
• Collaborate with the customer service and fulfillment teams to ensure timely and accurate order resolution
• Provide accurate, up-to-date information and escalate issues across departments as needed
• Foster a mindset of continuous improvement and bring feedback from customers to the broader team
• Perform additional duties as needed

Requirements:

• Prior experience in social media management, community management, or social customer service
• Familiarity with TikTok, Instagram, and Meta Business Suite, Gorgias or Zendesk
• Experience with Shopify or similar order management platforms (preferred)
• Strong written communication skills with a keen eye for tone and brand voice
• Ability to work independently and make sound decisions during off-hours
• Solutions-oriented mindset with the ability to handle difficult customer interactions professionally

Comfrt Clothing is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.