Remote

Pay: $50-$56/hour W2 only

Part-Time - 20 to 30 hours weekly

Duration:1 year

Position Summary

This part-time contractor role is responsible for managing consumer inquiries, social media moderation, and customer service operations for the client's OTC brand. This position reports directly to the Brand Manager and serves as the primary point of contact for consumer engagement across multiple channels (phone, email, online, and social media). The role ensures timely, compliant, and high-quality responses to consumer questions, complaints, and feedback while maintaining brand reputation and consumer satisfaction.

Core Responsibilities

Consumer Inquiry Management

Manage and respond to non-medical consumer inquiries across all channels within established SLA timeframes
Address common consumer issues including:
Sign-up challenges and account issues
Coupon concerns and redemption problems
Website discrepancies and navigation issues
Money Back Guarantee process inquiries
Manage Target.com Q&A inquiries for Client products
Route medical questions appropriately to the pharmacovigilance team
Maintain accurate records of all consumer interactions

Social Media Management & Moderation

Monitor Client Product social media handles (Facebook, Instagram, Twitter, etc.) for consumer comments, questions, and feedback
Respond to consumer inquiries on social platforms within 24 business hours using approved response matrices
Identify and escalate adverse events and product technical complaints through the AE portal
Ensure all social media responses comply with company SOPs, pharmacovigilance requirements, and platform best practices
Collaborate with agency partners using the Sprout Social platform for content moderation and access management

Social Listening & Brand Monitoring

Conduct ongoing social listening across Client Product brand social media platforms (Facebook, Instagram, Twitter, TikTok, etc.) to monitor brand mentions, consumer sentiment, and emerging trends
Monitor brand site comments, reviews, and user-generated content for consumer feedback and sentiment
Track competitor activity and industry conversations relevant to Client Product and the skincare category
Identify and analyze consumer pain points, product feedback, and unmet needs through social listening insights
Prepare weekly or monthly social listening reports highlighting key themes, sentiment trends, and consumer insights
Share social listening findings with brand, marketing, and product teams to inform strategy, campaigns, and product development
Alert brand team to trending topics, viral moments, or potential PR issues requiring immediate attention
Use social listening data to inform response matrices and anticipate consumer care needs

Review Management

Monitor and respond to low star ratings (under 3 stars) on Client Product website within 24 business hours using approved standard response templates
Conduct monthly reconciliation with the Pharmacovigilance team on review feedback (automated process with specialist oversight)
Maintain brand reputation through timely and empathetic consumer responses

Ratings & Reviews / New Product Launch Support

Manage Bazaarvoice platform for ratings and reviews collection, monitoring, and syndication across Gold Bond product listings
Monitor and respond to consumer ratings and reviews on Client Product site, retailer sites, and third-party platforms in a timely and brand-appropriate manner
Track ratings and reviews trends, sentiment, and volume to identify product quality issues or consumer satisfaction opportunities
Support new product launch activities including setting up ratings and reviews collection for newly launched SKUs, coordinating sampling/review generation programs, and preparing consumer care readiness (FAQs, response matrices, escalation paths) ahead of launch
Coordinate with brand and marketing teams to ensure consumer care and ratings/reviews infrastructure is fully prepared for new product launches
Flag and escalate any product quality or safety concerns identified through ratings and reviews to pharmacovigilance and brand teams

Reporting & Analysis

Prepare and deliver monthly pulse reports on consumer interactions, sentiment, and key metrics
Track and report on consumer inquiry trends, common issues, and resolution rates
Respond to ad hoc reporting requests from the brand team, legal, and other stakeholders
Conduct deep dive analysis on consumer feedback to identify insights and improvement opportunities
Share consumer learnings with the brand team to inform product development and marketing strategies

Compliance & Documentation

Follow established multi-channel operating model documentation and SOPs
Maintain up-to-date knowledge of response matrices and brand guidelines
Ensure all consumer interactions comply with pharmacovigilance, legal, and regulatory requirements
Participate in required training and maintain annual credentials
Update contact information and response templates as needed (e.g., phone numbers, links)

Cross-Functional Collaboration

Serve as the primary consumer care contact for the product brand team
Coordinate with pharmacovigilance, medical, legal, regulatory, and marketing teams as needed
Escalate issues and adverse events promptly to appropriate internal teams
Align with the brand team on campaigns and initiatives that may impact consumer inquiry volume or content
Support agency partners with platform access management and coordination

Required Qualifications

Education

BA/BS degree preferred with a focus in Communications, Marketing, Business Administration, or related field

An equivalent combination of education and experience will be considered

Experience

3-5 years of experience in consumer care or community management is required
Experience with enterprise customer service platforms (e.g., Verint, Genesys, Medallia) is required
Hands-on experience with Social Media Management Systems (SMMS) and ratings & reviews platforms such as Sprout Social, Sprinklr, Khoros, Hootsuite, or Bazaarvoice is required
Experience with social listening tools and brand monitoring platforms is required
Experience in consumer healthcare, pharmaceutical, or a regulated industry is strongly preferred
Proven track record of managing consumer inquiries across multiple channels is required

Professional Skills

Communication: Excellent written and verbal communication skills with the ability to craft empathetic, on-brand responses
Social Media Expertise: Strong understanding of social media platforms, etiquette, best practices, and metrics
Social Listening: Ability to extract actionable insights from social listening data and translate findings into strategic recommendations
Attention to Detail: Ability to identify adverse events, product complaints, and compliance-sensitive content
Organization: Strong time management skills with the ability to prioritize across multiple tasks and channels
Problem-Solving: Analytical mindset with the ability to identify trends and recommend solutions
Technical Proficiency: Comfortable learning and navigating multiple digital platforms and tools
Compliance Mindset: Familiarity with pharmacovigilance requirements and regulatory compliance in consumer communications
Collaboration: Ability to work effectively with cross-functional teams and external agency partners
Adaptability: Flexible and responsive to shifting priorities and evolving brand needs

Preferred Qualifications

Fluency in Spanish preferred
Direct experience with the Sprout Social and/or Bazaarvoice platforms
Experience with social listening platforms (e.g., Brandwatch, Talkwalker, Sprout Social Listening, Sprinklr)
Knowledge of FDA regulations and pharmacovigilance requirements
Experience with consumer-packaged goods (Client) or over-the-counter (OTC) products

Key Performance Indicators

Response time to consumer inquiries (target: within 24 business hours)
Consumer satisfaction scores and sentiment trends
Accuracy and compliance of all consumer-facing responses
Timely identification and escalation of adverse events
Quality and timeliness of monthly pulse reporting
Social media engagement and response rates
Quality and frequency of social listening reports and insights delivered to brand team

Work Schedule

Part-time hours (approximately 20 hours per week)
Flexible schedule with core availability during standard business hours
Availability for occasional urgent issues outside standard hours
Remote work with a reliable internet connection required

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The Fountain Group

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