Social Media Community Engagement Specialist - Contractor

This role is a contract position.

The community management discipline is responsible for many ongoing activities within clients’ Social Media channels such as:

• Community moderation and monitoring
• Reactive and proactive engagement between a brand and its online communities
• Guide and create meaningful Social Media conversations
• Apply expertise of channel and Social Media nuances and community members’ online behaviors to optimize channel engagement or workflows
• Provide insight and recommendations to client and internal team on how to optimize for max Community Engagement
• Share any trends/flags with internal team to share with the client
• Identify and flag UGC the brand can potentially leverage as organic or ad posts

This role focuses solely on reactive Community Engagement practices for a major retail brand. Customer support, reactive experience, and familiarity with Sprinklr would be beneficial to this role.
We’re always looking to add diversity to our team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

We’re looking for someone passionate about engaging with others on Social Media, naturally proactive to help others, extremely detail-oriented, and able to follow defined processes. This person will enjoy a challenge, can react quickly when processes change, and isn’t afraid to ask questions when unsure about something.
If you’re ready to create a positive customer experience or brand moments on social with us, review the details below and apply to join our agency as a contractor! This is a great opportunity for those who are self-employed or would like to be.

• Using a third-party tool, you will be responsible for assigning, evaluating, responding, and escalating per client-provided engagement guidelines, including:
  • First-touch reactive response and triage of inbound comments, mentions, page posts on the brand’s Facebook, X, and Instagram channels
  • Removing or flagging spam and inappropriate community posts as defined in the engagement guidelines
  • Escalating customer service inquiries to the customer care team
  • Swift identification, risk assessment, and escalation of potential HR or PR issues
  • Engaging with customized positive comments using the appropriate brand voice
• Contributes to the ongoing optimization of Community Engagement strategy
• Ensures proper execution of Community Engagement strategies
• Pays attention to any inconsistencies or issues within the Social Media tool and escalates
• Collaborates with internal team to ensure overall client goals and objectives are met
• Working hours are from 9 AM – 5 PM EST and 7-9 PM EST every day of the week, including weekends and holidays:
  • Minimum of 15 hourly shifts per week required + not a traditional set schedule
    • May be a blend of working daytime, evening, and weekend shifts to hit weekly hours benchmark  
  • Schedules created  monthly (using a third-party tool that allows for shift swaps)

QUALIFICATIONS AND EXPERIENCE REQUIRED

• Critical: General open availability to work shift hours across days, nights, weekends, and holidays
  • We always do our best to accommodate time off/vacation requests, along with clean days off 2x/week and split up holidays/weekend coverage, but schedule flexibility is essential due to our team size and channel coverage times
• Exceptional written and verbal communication skills
• Extremely focused and organized
• Patience and empathy - customer care is a large part of this role
• Ability to move at a fast pace without sacrificing attention to detail
• Ability to follow defined workflows independently
• 2+ years’ experience in consumer-facing marketing (agency experience a plus) OR 1.5+ years’ experience managing online communities for consumer brands (retail experience a plus)
• Customer service experience a plus
• Professional experience using Social Media platforms for brands (Facebook, X, Instagram)
• Experience with third-party Community Engagement tools (e.g., Sprinklr, Social Studio, Hootsuite, Spredfast)

***Please use your cover letter to let us know why you’re the right candidate for this role (even if you don’t check all the boxes) by sharing some examples of past Social Media work and/or customer support experience with employers or contract work***
 

No third-party staffing inquiries please.

Ignite Social Media celebrates a diversity-rich culture strengthened by equal employment opportunities.

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