Social Engagement Specialist
Skills
Customer ExperienceCustomer InteractionCustomer Relationship ManagementDe-EscalationHealthcareIT EscalationInstagram
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 3+ years of customer service experience within social channels
- Strong understanding of Instagram Facebook X LinkedIn TikTok Trustpilot and emerging platforms
- Exceptional written communication skills with consistent brand voice
- Experience managing public-facing customer interactions with professionalism empathy and sound judgment
- Strong customer service problem-solving and de-escalation skills
- Ability to identify trends customer sentiment and emerging issues
- Highly organized detail-oriented and able to manage multiple priorities
- Self-motivated and able to work independently while collaborating across teams
- Interest in health wellness fitness or preventative healthcare is a plus
- Positive attitude curiosity and passion for building community
Nice to have
- Positive attitude
- Curiosity
- Community builder
- Health interest
Day to day
- Monitor and respond to customer comments messages mentions and reviews across major social platforms and emerging channels
- Serve as the public voice of the brand with an authentic empathetic and consistent tone
- Build community relationships by resolving concerns sharing updates and celebrating customer stories
- Identify sentiment trends recurring questions and reputation risks then escalate insights to internal teams