Help manage and respond to inbound audience messages across key inboxes with warmth, accuracy, and strong judgement.
Monitor and manage the customer support inboxes daily
Respond to customer, subscriber, listener, and fan inquiries with clarity, care and accuracy
Troubleshoot basic issues and provide relevant resources
Categorize, prioritize and manage a high volume of messages efficiently
Maintain organized and accurate records in the ticketing system
Use tracking systems to ensure timely follow-up and resolution
Forward or escalate inquiries to the appropriate internal teams
Respond using approved messaging while maintaining the Mel Robbins brand voice
Support daily engagement across priority social platforms and podcast-related channels
Identify recurring themes across email, podcast comments and social engagement
Track common audience questions, feedback, podcast reactions, trends, pain points and sentiment trends
Help identify the real human stories that show the impact of the work we do.
Learn and use the team’s inbox support tool, social engagement platform and related workflows
Support increased coverage during high-volume moments, including new release, launches, book campaigns, podcast spikes, press moments, tours, viral content and major announcements.

1-2 years in experience community management, social engagement, social care, audience engagement, customer experience, customer support or related role preferred
Experience responding to customers, audiences, followers, subscribers, or community members in a professional setting
Hands-on familiarity with social platforms such as Instagram, TikTok, YouTube, Facebook, LinkedIn, and Threads
Clear, warm writing skills that can adapt to brand tone
Strong judgment around sensitive topics, reputational issues and escalation needs
Excellent organizational skills and attention to detail
Comfort learning new tools, following workflows, applying tags, and keeping systems organized
Ability to notice patterns, recurring questions, audience themes, and emerging issues
Comfort with repetitive daily tasks and the discipline to do them consistently and well
Experience with Sprinklr, Zendesk, Kustomer, Sprout, Brandwatch, HubSpot, Help Scout, or another social CRM, customer support, or social listening platform is a plus, but not required
Bachelor’s degree required
Must be Boston-based

Customer Support, Social Engagement Specialist

Key skills