CX Community Engagement Specialist

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

📋 Description

• Oversee and assess new trends, cultural events, and audience discussions across various social media platforms.

• Transform social listening data into actionable insights and pinpoint opportunities for timely content creation.

• Immediately alert leadership to potential PR risks or crises.

• Evaluate the brand's audience positioning against competitors and uncover competitive intelligence.

• Keep track of changes in platform algorithms, format trends, and shifts in audience behavior.

• Ensure compliance with SOPs, moderation policies, and client brand guidelines across community channels.

• Detect sentiment spikes or volume increases and issue timely notifications.

• Analyze and disseminate interaction and engagement data to guide response strategies.

• Maintain and enhance the quality of brand voice across comments, direct messages, and reactive posts.

• Create and uphold tone-of-voice guides, response frameworks, and messaging hierarchies.

• Review and sanction templated responses and reactive copy.

• Identify tone deviations or off-brand responses.

• Offer daily support to the CX Social team.

• Provide customer insights to the larger Comfrt team.

• Spot opportunities to enhance revenue through CX interactions and engagement, aiding in retention and loyalty.

• Work together with Growth, Loyalty, and Customer Experience teams to devise proactive engagement strategies.

⛳️ Requirements

• Solid experience in customer experience or marketplace support.

• Proficient in content creation, audience engagement tactics, and social media analytics.

• Bachelor’s degree in marketing, communications, or a relevant field.

• Familiarity with Reddit, Sprout Social, and Facebook Insights.

• Outstanding written communication skills and alignment with brand voice.

• Exceptional attention to detail and accuracy in processes.

• Ability to assess quality and effectively communicate improvements.

• 2+ years of practical experience managing social media communities.

• Experience with social listening, community management, or analytics tools.

• Proven experience in monitoring, identifying, and escalating community sentiment spikes, PR risks, or crisis situations in real time.

• Experience in developing, maintaining, or managing brand voice guidelines and tone-of-voice documentation.

• Legally authorized to work in the United States.

🏝️ Benefits

• Ample paid time off.

• Health insurance covered by the company.

• 5% 401k matching.

• Discounts on all Comfrt products.

• A supportive, creative work environment.

• Fully remote work setup.

• Opportunities for growth.

• Collaborative support.