Customer Support & Social Engagement Specialist

About the role

143 Studios is hiring a Customer Support + Social Engagement Specialist to help strengthen how we listen, respond, route and learn from our audience across inbox, social and podcast channels. This role will be a shared resource across customer support and social engagement, with responsibilities split 50/50 between customer support inbox coverage and daily social engagement.

Responsibilities

• Monitor and manage the customer support inboxes daily
• Respond to customer, subscriber, listener, and fan inquiries with clarity, care and accuracy
• Troubleshoot basic issues and provide relevant resources, including podcast episodes, articles, product links, or approved support materials
• Categorize, prioritize and manage a high volume of messages efficiently without sacrificing quality or empathy
• Maintain organized and accurate records in the ticketing system
• Use tracking systems to ensure timely follow-up and resolution
• Forward or escalate inquiries to the appropriate internal teams, agencies or team leads
• Assist in updating templates, macros, FAQs and support processes
• Avoid answering sensitive, urgent, complex or reputational issues until escalated through the appropriate channels
• Support the implementation and ongoing use of a new inbox support tool, workflow and tagging system
• Create the structure around how inbound messages are categorized, routed, tracked, reported and turned into useful insights for the Community team, leadership, and cross-functional teams
• Help create the structure around how inbound messages are categorized, routed, tracked, reported and turned into useful insights for the Community team, leadership, and cross-functional teams
• Support the feedback loop between audience messages, customer experience, content, podcast, and social
• Identify recurring themes across email, podcast comments and social engagement
• Track common audience questions, feedback, podcast reactions, trends, pain points and sentiment trends
• Synthesize audience questions, feedback and patterns
• Flag issues that may indicate customer confusion, broken user journeys, unclear messaging, technical problems, or emerging opportunities
• Escalate sensitive, urgent, complex or reputational issues through the appropriate channels
• Share relevant audience insights for inclusion in larger community reporting
• Help improve the team’s understanding of what the audience is asking, feeling, needing, loving and struggling with
• Community Storytelling
• Surface standout audience stories, testimonials, comments and moments of impact
• Identify comments or messages that may be useful for social proof, campaign feedback, internal reporting, audience understanding or future content opportunities
• Help the Community team capture and share meaningful audience moments with the right internal partners
• Support the connection between daily engagement and larger community strategy
• Tool, Workflow + Reporting Support
• Learn and use the team’s inbox support tool, social engagement platform and related workflows (e.g. Hubspot, Sprinklr)
• Apply tags, labels and categories consistently so audience messages can be tracked and reviewed accurately
• Follow established workflows for routing, follow-up and escalation
• Help keep templates, macros, FAQs and support resources organized and up to date
• Support basic reporting by identifying recurring questions, themes, patterns, and audience feedback
• Share observations from inboxes, podcast comments, and social engagement
• Support the feedback loop between audience messages, customer experience, content, podcast, and social
• Sunday-Thursday & High-Volume Coverage
• Maintain reliable Sunday through Thursday coverage as part of the regular role expectations
• Maintain coverage during high-volume moments, including new release, launches, book campaigns, podcast spikes, press moments, tours, viral content and major announcements
• Coordinate coverage changes, switches, or time-off needs in advance with the community team to ensure coverage remains consistent

Qualifications

• 1-2 years in experience community management, social engagement, social care, audience engagement, customer experience, customer support or related role preferred
• Experience responding to customers, audiences, followers, subscribers, or community members in a professional setting
• Hands-on familiarity with social platforms such as Instagram, TikTok, YouTube, Facebook, LinkedIn, and Threads
• Clear, warm writing skills that can adapt to brand tone
• Strong judgment around sensitive topics, reputational issues and escalation needs
• Excellent organizational skills and attention to detail
• Comfort learning new tools, following workflows, applying tags, and keeping systems organized
• Ability to notice patterns, recurring questions, audience themes, and emerging issues
• Comfort with repetitive daily tasks and the discipline to do them consistently and well
• Experience with Sprinklr, Zendesk, Kustomer, Sprout, Brandwatch, HubSpot, Help Scout, or another social CRM, customer support, or social listening platform is a plus, but not required
• Bachelor’s degree required
• Must be Boston-based

Benefits & Perks

Mission-Driven Work That Matters
Your work will inspire millions. Every piece of content is crafted to create impact, spark change, and uplift people around the world.

Fun and Energizing Hybrid Culture
Whether remote or in-person, our collaborative, creative, and low-ego culture is designed to bring out your best work.

Growth-Oriented Environment
We’re a team of self-starters committed to leveling up — with regular feedback, bold goals, and space to learn by doing.

Exciting Team Activities
From virtual brainstorms to surprise challenges and offsite meetups, we make time to connect, play, and celebrate wins together.

401(k) Available
Plan for your future with access to a 401(k) retirement savings plan to support your long-term financial well-being.

Health & Welfare Benefits
Take care of yourself with comprehensive health, dental, and vision insurance — because your well-being matters.