Responsibilities

• Own and actively manage Wyze’s public-facing conversations across social platforms, ensuring we show up quickly, clearly, and confidently.
• Contain and redirect high-risk or negative threads by correcting misinformation, reinforcing facts, and preventing unnecessary escalation.
• Shape overall sentiment by identifying emerging patterns early and engaging strategically, not just reactively.
• Partner cross-functionally with Support, Product, and Services to align messaging and escalate risks when appropriate.
• Turn social insights into action by tracking sentiment trends, surfacing recurring issues, and recommending improvements that strengthen customer experience.

Requirements

• Demonstrated experience managing high-volume, public-facing customer conversations and measurably improving sentiment, engagement quality, or issue resolution.
• Exceptional written communication skills, capable of conveying empathy, clarity, and authority while simplifying complex issues for highly visible public forums
• Ability to manage multiple platforms simultaneously, prioritize under pressure, and operate effectively in fast-moving customer environments.
• Working fluency with CRM systems, social listening tools, and performance metrics used to monitor response quality and sentiment trends