Social Media Engagement Specialist

Role Overview

• You will execute high-volume audience engagement across priority social platforms including: Instagram, Facebook, YouTube, TikTok, LinkedIn, Threads
• Respond to comments, questions, audience stories, and inbound social messages in a way that is warm, clear, accurate and aligned with the Mel Robbins brand voice and guidelines
• Support daily engagement across priority brand, content, campaign and community moments
• Identify when to respond, when to hold, and when to escalate comments or messages for additional review
• Support surge engagement during major brand moments including campaigns, launches, podcast spikes, book moments, press cycles, tours, and viral content
• Guide audience members toward relevant content, resources, newsletters, podcast episodes, free trainings, community moments and other brand touchpoints
• Apply tags consistently across social engagement activity
• Track audience themes, sentiment, questions, feedback, testimonials, inbound trends, confusion points, and friction points
• Help identify gaps or inconsistencies in tagging and share observations with the Community team
• Identify recurring themes, emotional patterns, audience questions, moments of confusion, and emerging issues
• Help translate daily social engagement into practical audience intelligence for the Community team and cross-functional teams
• Participate in scheduled weekend rotations as needed
• Support expanded coverage during high-volume moments, including new releases, launches, book campaigns, podcast spikes, press moments, tours, viral moments and major announcements

Requirements

• 2-4 years of experience community management, social engagement, social care, audience engagement, customer experience, social media or related role
• Hands-on experience using Sprinklr or a comparable enterprise social CRM, social listening, social care, community management or customer support platform is required
• Experience supporting high-volume social engagement across multiple platforms
• Strong understanding of Instagram, TikTok, YouTube, Facebook, LinkedIn, and Threads
• Clear, warm writing skills that can adapt to brand tone and platform context
• Strong judgment around sensitive topics, reputational issues, escalation needs and fast-moving audience conversations
• Excellent organization skills and attention to detail, especially with tagging, labeling, routing and workflow accuracy
• Comfort with repetitive daily tasks and the discipline to them well
• Strong emotional intelligence and the ability to stay calm with sensitive or emotionally charged messages
• Ability to identify patterns, themes, audience needs and emerging issues from daily engagement
• Bachelor's degree required
• Must be Boston-based for hybrid role.

Benefits

• Mission-Driven Work That Matters
• Fun and Energizing Hybrid Culture
• Growth-Oriented Environment
• Exciting Team Activities
• 401(k) Available
• Health & Welfare Benefits