Editorial & Content Communications Associate (II)

Overview

Aquent is partnering with a globally recognized technology leader that is at the forefront of innovation, shaping the digital landscape and connecting billions worldwide. This organization is dedicated to creating groundbreaking products and services that empower individuals and businesses, fostering a culture of creativity, collaboration, and continuous improvement. Join the flagship social and community team where your contributions directly influence global user engagement, community support, and brand protection.

About the Role

Step into a key role as a Social and Community Manager (Editorial and Content Communication Associate / Communications Manager) within the global social and community team. In this role, you will champion the user and creator experience across major public engagement channels—including dedicated support handles on X, video platform community tabs, Discord, Reddit, and mobile app store review ecosystems (Google Play Store and Apple App Store).

You will balance strategic go-to-market engagement planning for upcoming product launches with hands-on, high-volume community execution. Roughly 30% to 50% of your time will be spent directly managing incoming queries, deflecting support issues, crafting public replies, and engaging with top community contributors. You will also serve as a vital conduit back to product and leadership teams—distilling real-time community sentiment and user feedback into clear, executive-ready internal communications.

Responsibilities

• Hands-on Community Management & Support Execution: Monitor, triage, and reply to user queries across key platforms (X/Twitter, Reddit, Discord, platform community tabs, and app store reviews) to educate users, deflect support issues, and protect brand reputation.

• Go-to-Market (GTM) Product Launch Support: Partner with Community Product Leads and product teams to build engagement plans and act as a liaison between product teams and the creator/user community during new feature and product rollouts.

• App Store Review Channel Operations: Help define, launch, and execute day-to-day community engagement and review response workflows across Google Play Store and iOS App Store platforms.

• User Feedback & Executive Insights: Analyze incoming user trends, extract key community feedback, and package actionable insights into concise internal communications and escalations for cross-functional partners and leadership.

• UGC & Super-User Relationship Management: Drive user-generated content (UGC) initiatives by nurturing relationships with top community contributors, hosting presentations, conducting outreach, and addressing their product questions.

• Voice & Persona Delivery: Deliver external communications using a “friendly concierge” persona—helpful, empathetic, clear, and relatable to Gen Z audiences without sounding forced, overly enthusiastic, or purely promotional.

• Cross-Functional Collaboration: Partner with cross-functional partners in New York and San Francisco across Product, Marketing, Social Listening, and Operations.

Qualifications & Requirements

Non-Negotiables:

• Communications Experience: Minimum 2–3+ years of communications writing experience (e.g., social copy, blogs, PR, or marketing comms) with an ability to tailor tone and voice across various contexts.

• Community & Social Media Management: Hands-on experience running active, public-facing social media or community management channels.

Preferred Experience & Skills:

• Overall Experience: ~4+ years of relevant experience, ideally within consumer-facing (B2C), Gen Z-focused, or large-scale digital/entertainment environments.

• Support & Deflection Focus: Background in social customer care, social support, or crisis response (prioritizing empathy, brand safety, and issue resolution over pure brand marketing).

• Tooling Familiarity: Experience using enterprise social listening and community management platforms such as Sprinklr (and familiarity with tools like Brandwatch).

• Willingness to Execute: High comfort level balancing strategy with heavy, day-to-day execution (writing copy, replying to comments, monitoring threads).

• Stakeholder & Problem-Solving Acumen: Strong cross-functional management skills, self-directed problem-solving ability, and comfort collaborating across distributed/international teams.