Social Media Response Associate (Part-Time/Contract)

contract

Fully Remote

Only accepting applications from: United States

Work closely with Digital Reputation Manager to execute a multi-platform strategy for responses and proactive communications.
Incorporate learnings from consumer feedback into content plan.
Monitor, record, analyze, and summarize sentiment learnings and present them in an actionable way.
Brainstorm, organize and execute community initiatives focused on supporting and retaining Nutrafol customers.
Engage with online community responding to comments in a timely manner.
Identify, monitor, and respond to reviews and comments on sites such as Instagram, TikTok, Google, Facebook, Reddit, X, and product review forums.
Manage social listening tools to monitor positive/negative comments and topic trends.
Collaborate with various teams to develop appropriate responses to external comments, reviews and ratings.
Ensure goals are met and communicate anecdotal and qualitative data for recommendations.
Keep up-to-date with latest trends and emerging tools in the industry.
Create monthly sentiment reports with Digital Reputation Manager.
Communicate with the paid team on a weekly basis to report on trends and flags.
Assist the Communications team with testimonial program using community knowledge.
Reflect Nutrafol's voice and public perception across all social platforms with responses.
Provide customer support that mirrors the tone of our posts and aligns with company values.
Meet social customers’ needs and expectations efficiently.
Handle escalations in real time, including medical questions and operational issues.
Be a cross functional partner with various teams.

Experience

2-3 years of relevant customer service and/or social media experience with an in-house brand.
Strong copywriting skills with the ability to communicate effectively for each channel.
Deep understanding of community and impact of communication in digital spaces.
Familiarity with CX and response tools (e.g. Hootsuite, ShipMonk, Magento, Extensiv, and ZenDesk).
Consistent and reliable performance in all tasks and responsibilities.
Ability to accept and apply constructive feedback to improve performance.
Exhibit flexibility and adaptability to varying project requirements.
Problem-solving skills with a positive, can-do attitude.
Ability to thrive in a startup, fast-paced culture.
Strong attention to detail.
Passion for wellness, beauty, and lifestyle.