Work closely with our Digital Reputation Manager to execute a multi-platform strategy for responses and proactive communications as we look to scale and intensify the meaning of consumer support in our digital spaces
Take learnings from consumer feedback and help to incorporate them into our content plan
Monitor, record, analyze, and summarize sentiment learnings and present them in an actionable way to the larger team
Brainstorm, organize and execute community initiatives focused on supporting and retaining Nutrafol customers
Engage with online community responding to comments in a timely manner
Identify, monitor, and respond to reviews and comments on sites such as Instagram, TikTok, Google, Facebook, Reddit, X, and various product review forums and more on both paid and organic posts and DMs
Manage social listening tools to monitor positive/negative comments and topic trends, and strive to boost engagement and resolve any potential conflicts that may affect community and brand reputation
Collaborate with various teams to develop appropriate responses to external comments, reviews and ratings
Ensure goals are met and communicate anecdotal and qualitative data and recommend changes to improve results
Keep up-to-date to the latest trends and emerging tools in the industry
Work with our Digital Reputation Manager to create monthly sentiment reports
Communicate effectively with the paid team on a weekly basis to report on trends and flags
Become an expert on our community members and use that knowledge to assist the Communications team in our testimonial program
Reflect the voice and public perception of Nutrafol across all social platforms through timely, thoughtful, and grammatically correct responses
Support customers on multiple levels

Requirements

2-3 years of relevant customer service and/or social media experience with an in-house brand; health and wellness/startup experience is a plus.
Strong copywriter with the ability to communicate effectively for each owned channel and adopt the voice we’ve curated for digital communications.
Deep understanding of community and how our communication in digital spaces impacts it.
Familiarity with CX and response tools (e.g. Hootsuite, ShipMonk, Magento, Extensiv, and ZenDesk).
Demonstrate consistent and reliable performance in all assigned tasks and responsibilities.
Accept and apply constructive feedback to continuously improve performance and outcomes.
Exhibit flexibility and adaptability to pivot and adjust to varying project requirements and priorities.
Problem solver with a positive, can-do attitude.
Ability to thrive in a startup, fast paced culture.
Strong attention to detail.
A passion for all things wellness, beauty and lifestyle.

Benefits

Fully remote work experience
Comprehensive medical, dental, and vision package, including FSA program
401K with employer match
Quarterly Bonus Program
Flexible PTO
Two company-wide wellness breaks every day
Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
Monthly wellness stipend
Monthly internet stipend
Monthly cell phone stipend
Annual learning & development stipend
Wellness Program, including virtual Wellness Sessions & No-Meeting Wednesdays
Free meditation app membership (Headspace)
Free Nutrafol subscription
Pet insurance discounts and benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

copywritingcommunity managementsentiment analysissocial media engagementcontent planningcustomer supportdata analysisreporting

Soft Skills

communicationproblem solvingflexibilityadaptabilityattention to detailreliabilityconstructive feedback acceptancepositive attitude