Responsibilities

• Actively monitor social media channels to identify and prioritize inbound escalations that require elevated, personalized attention.
• Conduct high-touch outreach to customers, transforming negative brand moments into exceptional recovery experiences through empathetic, written communication.
• Partner cross-functionally with internal teams to investigate the root causes of customer issues and drive them to a final resolution.
• Maintain a consistent, premium brand voice while navigating complex or sensitive customer interactions.
• Track escalation data to identify systemic issues and surface actionable insights that inform broader Customer Experience (CX) improvements.
• Design and update response playbooks for common escalation types to ensure the team can react with speed, consistency, and precision.
• Own configuration, maintenance, and vendor relationships for social listening and engagement tools, including dashboard design, tagging strategies, workflow automation, stakeholder training, and event‑specific reporting

Requirements

• 3–5 years of experience specifically managing brand escalations, PR-sensitive issues, or executive-level customer grievances in a digital environment.
• Bachelor’s degree in Communications, Public Relations, Marketing, or a related field is preferred.
• Advanced proficiency with social listening and engagement suites (e.g., Sprinklr, Sprout Social, or Khoros) and the ability to navigate the nuances of platform-specific cultures (X/Twitter, Reddit, LinkedIn, Instagram).
• Demonstrated excellence in written communication, with a specific focus on conflict resolution and reputation management.
• Ability to synthesize qualitative social data into quantitative insights, identifying why an escalation happened rather than just that it happened.
• Ability to support a flexible schedule, including "on-call" hours for weekends or evenings to mitigate viral risks during off-peak times.

Benefits

• We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick leave, and a competitive portfolio of insurance benefits including life, medical, dental, vision, short-term disability insurance, and long-term disability insurance to eligible employees. You may also have the opportunity to participate in Rivian’s 401(k) Plan and Employee Stock Purchase Plan if you meet certain eligibility requirements. Full-time employee coverage is effective on their first day of employment. Part-time employee coverage is effective the first of the month following 90 days of employment. More information about benefits is available at rivianbenefits.com.