This role is a contract position that will be working an alternative schedule composed of shifts, which may include a mix of the following:

Monday – Friday – up to 2 hours during 7-9 PM EST
Saturdays – up to 8 hours between 9 AM – 5 PM EST or 7-9 PM EST
Sundays – up to 8 hours between 9 AM – 5 PM EST or 7-9 PM EST

Your scheduled days and hours may vary week to week depending on business needs, but we anticipate this role having a minimum of 8 hours weekly.

On the low end, contractors work 5-10 hours a week
On the high end, contractors work 12-25 hours a week
There may be opportunities for more hours within our team’s shift pool

The Community Engagement Specialist is responsible for many ongoing activities within a 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, interested in freelancing, or work part-time.

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, Instagram and their Inbox, and TikTok 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

Qualifications And Experience Required

Critical: Must be open and available to work a mix of 7-9 PM EST shifts any day of the week, along with up to 8 hours on Saturdays and/or Sundays between the hours of 9 AM – 5 PM EST.
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 of 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, TikTok)
Experience with third-party community engagement tools (e.g., Sprinklr, Social Studio, Hootsuite, Emplifi, HootSuite, etc.)
All work work scheduled and completed based on Eastern Standard Time

***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.***

Please use your cover letter to let us know why you’re the perfect candidate for this role.

No third-party staffing inquiries, please.

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

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