Responsibilities

• Work daily social media reactive shifts to provide impactful community engagement using the brand's established community guidelines, specifications, and processes
• Find ways to optimize channel engagements—from creating new social responses to suggesting new processes or workflows
• Be part of our on-call rotations during agency business hours
• Identify and flag UGC that the client brand can potentially leverage
• Understand how to drill down in Sprinklr to answer client-specific questions about volume, brand risk flags, PR crises, trends, and more
• Assist with scheduling team shifts and updates
• Help onboard and train new team members to work reactive shifts after mastering them yourself
• Collaborate and problem-solve to ensure client goals and objectives are met
• Available to cover weekend on-call shifts, if needed (will be compensated accordingly)

Requirements

• 3-5 years' experience in consumer-facing social media reactive work, preferably for large retail brands (agency experience a plus)
• Customer service-oriented and an understanding of how to have patience and showcase empathy in social responses
• Exceptional written and verbal communication skills
• Extremely focused, organized, buttoned-up
• Professional experience using social media platforms for brands (Facebook, X, Instagram, as well as Instagram DMs, TikTok, YouTube, etc.)
• Experience with third-party community management engagement tools (Sprinklr/Sprinklr Certifications a plus)

Preferred

• Experience working with a hybrid team and/or hybrid office model

Benefits

• Full benefits package
• Mystery Trips (including an annual out of town trip)
• A trendy and fun workplace
• A steady stream of interesting clients
• A team of colleagues who are experts in their field