Community Engagement Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist with daily interactions across customer channels, including Facebook, Instagram, Reddit, Trustpilot, and the Better Business Bureau.

• Work collaboratively with internal teams (CX, Marketing, Clinical Operations, Product) to address escalations and guarantee prompt, compliant replies.

• Recognize recurring problems or emerging trends and communicate insights to Clinical Operations, CX, and Product teams.

• Take ownership of response times and ensure compliance with SLAs across various channels.

• Facilitate proactive social strategies that enhance our brand's reputation.

• Maintain the brand's tone and ensure all replies align with our values and commitment to exceptional customer experience.

⛳️ Requirements

• A minimum of 1 year of experience in community management, internal communications, or public relations, with a strong preference for experience in venture-backed technology or consumer startups.

• Proficiency in managing internal communication tools, knowledge management systems, and community platforms.

• A bachelor’s degree in a relevant field is preferred. A clinical background is highly favored.

• A strong sense of agency and autonomy, along with a vision for the future of healthcare.

• Capability to maintain confidentiality, secure both customer and company information, and consistently exercise sound judgment and professionalism.

• Excellent written communication skills, capable of articulating complex product and policy concepts in straightforward, jargon-free language consistent with Solace’s brand voice.

• A proactive mindset, urgency, and a strong drive to exceed customer expectations.

• A creative approach to problem-solving and a sense of humor (after all, it’s the internet).

🏝️ Benefits

• This is a unique opportunity to help build our customer and advocate community from the ground up at a company engaged in truly meaningful work.

• You'll be an integral part of a team fostering a culture where advocates feel supported, informed, and empowered to excel in helping people navigate the complexities of the healthcare system.