Contractor - Social Media Community Engagement Specialist

This is a contract position with a weekday schedule composed of shifts, which may include a mix of hours between 9am–5pm EST. Scheduled days and hours may vary week to week depending on business needs, but the role is anticipated to have a minimum of 24 hours weekly. There may be opportunities for additional hours within the team’s shift pool.

About the role

This role focuses solely on reactive community engagement practices for a major retail brand. Customer support experience, familiarity with Sprinklr, and a proactive approach to social media engagement are beneficial.

Responsibilities

• First-touch reactive response and triage of inbound comments, mentions, page posts on the brand’s Facebook, X, Instagram, Inbox, and TikTok channels
• Removing or flagging spam and inappropriate community posts as defined in the engagement guidelines
• Escalating customer service inquiries to the customer care team
• Swift identification, risk assessment, and escalation of potential HR or PR issues
• Engaging with customized positive comments using the appropriate brand voice
• Moderating and monitoring community interactions on social media channels
• Providing insight and recommendations to optimize community engagement
• Sharing trends and flags with the internal team for client reporting
• Identifying and flagging user-generated content (UGC) for potential organic or ad use
• Contributing to the ongoing optimization of community engagement strategy
• Ensuring proper execution of community engagement strategies
• Monitoring and escalating inconsistencies or issues within the social media tool
• Collaborating with the internal team to meet overall client goals and objectives

Requirements

• Must be open and available to work a mix of 9am–5pm EST shifts any weekday
• Exceptional written and verbal communication skills
• Extremely focused and organized
• Patience and empathy—customer care is a large part of this role
• Ability to move at a fast pace without sacrificing attention to detail
• Ability to follow defined workflows independently
• 2+ years of experience in consumer-facing marketing (agency experience a plus) OR 1.5+ years’ experience managing online communities for consumer brands (retail experience a plus)
• Customer service experience a plus
• Professional experience using social media platforms for brands (Facebook, X, Instagram, TikTok)
• Experience with third-party community engagement tools (e.g., Sprinklr, Social Studio, Hootsuite, Emplifi)

Schedule

• Weekday shifts between 9am–5pm EST
• Minimum of 24 hours per week, with potential for additional hours
• Scheduled days and hours may vary week to week based on business needs