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

• Maintain and respond to inbound audience messages across key inboxes with warmth, accuracy, and strong judgement.
• 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 using language that could compromise the brand's tone: motivational, compassionate, clear and direct.
• Social Engagement Support:
• Support daily engagement across priority social platforms and Spotify.
• Respond to audience questions and comments using approved messaging and brand tone.
• Review and approve episode comments on Spotify in alignment with podcast team requirements and screening criteria.
• Guide audience members toward relevant content, resources, podcast episodes, digital products, the newsletter, or community touchpoints.
• Surface powerful comments, testimonials, audience stories, and moments of impact.
• Flag comments or threads that indicate confusion, frustration, misinformation or a need for high-touch support.
• Support comment sweeps and engagement coverage during launches, podcast spikes, campaigns, viral moments, and other high-volume periods.
• Help ensure the audience experience feels consistent across hello@ and podcast@ inboxes and social channels.
• Theme Tracking, Escalation & Audience Insights:
• 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.
• Monitor and respond to priority inbound messages across inbox, podcast, and social during scheduled shifts.
• Support increased 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 of experience in community management, social engagement, social care, audience engagement, customer experience, customer support or related roles 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.
• Fun and energizing hybrid culture.
• Growth-oriented environment.
• Exciting team activities.
• 401(k) available plan for your future with access to a 401(k) retirement savings plan to support your long-term financial well-being.
• Comprehensive health, dental, and vision insurance.