Senior Member Success Associate, Social

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

📋 Description

• Address, resolve, and appropriately direct incoming interactions across Function's public-facing social media channels.

• Manage member support, engage with prospective members and audiences, handle brand interaction, and oversee reputation management cases.

• Navigate complex or unclear cases, determining when to resolve independently or escalate as needed.

• Provide dependable coverage during periods of increased workload, team PTO, or other coverage gaps.

• Apply sound judgment regarding tone, accuracy, brand voice, member privacy, and sensitive health-related discussions.

• Operate with a high level of autonomy in the response queue, requiring less managerial oversight as trust is established.

• Assist in quality assurance reviews of team responses and reinforce voice, case-handling standards, and standard operating procedures (SOPs).

• Identify recurring patterns in quality, tone, or judgment and communicate these to the Social Response Manager.

• Enhance playbooks and documentation when recurring situations expose gaps in guidance.

• Assume greater responsibility for the approval queue, including endorsing team responses as necessary.

• Act as a reliable resource for MSAs dealing with challenging cases, tooling inquiries, or unfamiliar scenarios.

• Provide peer-level coaching on case handling, judgment, tone, and application of playbooks.

• Facilitate onboarding and training for new MSAs through shadowing, practice, and knowledge sharing.

• Serve as a subject-matter expert on Sprout Social, Intercom, and internal administrative tools.

• Troubleshoot tooling and workflow issues while identifying methods to minimize manual tasks.

• Collaborate with the Social Response Manager on team initiatives, operational enhancements, and projects.

• Recognize process gaps and develop documentation, workflows, or scalable solutions.

• Define project scopes, maintain timelines, monitor progress, and proactively identify risks or obstacles.

• Coordinate with Brand, Community Management, Member Support, and other teams on collaborative initiatives.

• Represent the Social Response Team in cross-functional project collaborations.

• Utilize AI and automation judiciously to enhance drafting, quality assurance, documentation, and team efficiency while preserving human judgment and Function's voice.

⛳️ Requirements

• A minimum of 3 years of experience in member or customer success, operations, client services, social media/community management, or a related discipline.

• Proven excellence in handling member-facing or customer-facing cases, demonstrating strong judgment regarding tone, quality, and escalation.

• Ability to independently navigate complex situations where established policies or playbooks may not provide solutions.

• Solid working knowledge of Sprout Social and Intercom, including troubleshooting workflows and assisting others in using the platforms effectively.

• Exceptional written communication skills with the ability to adapt voice and tone across social responses, sensitive member interactions, internal documentation, and project updates.

• Experience in providing peer coaching, quality assurance, training, or mentorship without formal managerial authority.

• Strong operational acumen with the ability to identify patterns, process gaps, and opportunities for workflow enhancements.

• Capability to organize and advance projects across multiple stakeholders, priorities, and deadlines.

• Comfort in a fast-paced, high-growth environment.

• Proficient with Slack, Google Workspace, Notion, Asana, or similar platforms.

• Experience using AI tools such as Claude, ChatGPT, or Sprout Social's AI functionalities for drafting, quality assurance, research, documentation, or workflows.

• Preference for East Coast working hours (8am–6pm EST).

• Weekly schedule from Tuesday to Saturday.

• Occasional on-call coverage during weekends and/or holidays on a rotating basis.

• Previous experience mentoring, training, or onboarding team members is a plus.

• Experience in writing for social media, community engagement, or a consumer-facing brand is desirable.

• Background in supporting members or customers in healthcare, health tech, wellness, or other high-trust consumer settings is advantageous.

• Experience in creating SOPs, playbooks, training materials, or project documentation is beneficial.

• Familiarity with identifying opportunities for automation or AI-enabled workflow improvements is a plus.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Flexible working hours.

• A dynamic work environment that encourages creativity and innovation.