Responsibilities

• Support day-to-day publishing of organic social content across owned channels using Sprinklr and other platform-native tools.
• Support and update the social editorial calendar, making sure content publishes accurately and on schedule.
• Monitor social channels and respond to community engagement opportunities in line with brand guidelines and approved response frameworks.
• Serve as the first line of review for incoming comments, mentions, and direct messages, escalating customer service concerns, reputational risks, and sensitive issues as needed.
• Partner with Customer Service, Communications, and other internal stakeholders to route and resolve customer inquiries quickly.
• Support social listening efforts by maintaining dashboards, tracking trends, and running ad hoc listening requests.
• Assist with recurring performance reporting by pulling channel metrics, engagement insights, and community health indicators.
• Upload, organize, and optimize content across social platforms, including YouTube and emerging channels, with proper metadata, tagging, and formatting.
• Spot timely engagement opportunities, trending conversations, and user-generated content that fit GEICO's brand voice and business goals.
• Support campaign launches by making sure community management considerations, response plans, and listening coverage are in place.

Requirements

• Experience: 2+ years of experience in social media, community management, or a customer-facing communications role at a large organization.
• Tools: Experience using Sprinklr or similar social media management/listening tools preferred. Experience in platforms including TikTok, Instagram, Facebook, Pinterest, Reddit, and YouTube.
• Communication: Strong written communication skills, with the ability to adapt to GEICO's brand voice across platforms.
• Education: Bachelor's degree or equivalent practical experience
• Judgment: Demonstrated sound judgment engaging with online communities and knowing when to escalate sensitive issues.
• Organization: Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment, with accuracy across publishing, reporting, and moderation workflows.

Preferred

• You can switch GEICO's brand voice on for a funny reply and off for an escalation, sometimes within the same few seconds.
• You know the difference between a joke that lands and a joke that becomes a headline.
• You've managed a fast-moving queue of comments, DMs, or mentions without letting things slip through the cracks.
• You notice patterns in what people are saying online before anyone has to ask you to look.
• You're genuinely good at the unglamorous-but-critical stuff — calendars, tagging, reporting, staying accurate under a deadline.
• You know when something needs to be escalated right away, and you don't sit on it hoping it resolves itself.
• You want to be part of a brand that's actually funny online, and you understand why that's harder than it looks.
• You're comfortable with Sprinklr and open to using AI-assisted tools to draft faster and route responses sooner.
• A genuine passion for social media, internet culture, and spotting emerging trends and consumer conversations.
• Exposure to content management on standard other emerging platforms.