Social Media Response Associate

About You

Nutrafol is seeking a highly-motivated and versatile part-time/contract Social Media Response Associate to support our ever-growing digital audience. The contract length is 6 months. 

This is a remote position and this schedule is subject to change based on business needs but this will be your schedule 99% of the time. Please see below for schedule options.

*Schedules shown per time zone: 

Schedule Option 1:

Tuesday, Wednesday, Thursday:

• Pacific Time (PT): 11:00 am - 7:00 pm
• Mountain Time (MT): 12:00 pm - 8:00 pm
• Central Time (CT): 1:00 pm - 9:00 pm
• Eastern Time (ET): 2:00 pm - 10:00 pm

Sunday:

• Pacific Time (PT): 10:00 am - 6:00 pm
• Mountain Time (MT): 11:00 am - 7:00 pm
• Central Time (CT): 12:00 pm - 8:00 pm
• Eastern Time (ET): 1:00 pm - 9:00 pm
• Total 32 hours per week. 

Schedule Option 2: 

Tuesday, Wednesday, Saturday:

• Pacific Time (PT): 10:00 am - 6:00 pm
• Mountain Time (MT): 11:00 am - 7:00 pm
• Central Time (CT): 12:00 pm - 8:00 pm
• Eastern Time (ET): 1:00 pm - 9:00 pm

Friday:

• Pacific Time (PT): 12:00 pm - 8:00 pm
• Mountain Time (MT): 1:00 pm - 9:00 pm
• Central Time (CT): 2:00 pm - 10:00 pm
• Eastern Time (ET): 3:00 pm - 11:00 pm
• Total 32 hours per week. 

The ideal candidate has a strong passion and understanding of digital spaces and how communities operate on them, including social media platforms, as well as a strong writing background. You’ll report to our Digital Reputation Manager and be a part of the Community team, and collaborate closely with PR, Influencer Marketing, CX and Creative team members to achieve cross-functional success. 

This role requires a passion for customer experience, a can-do attitude and mindset that no job is too small! Interest in the wellness space and experience working with direct-to-consumer lifestyle brands is a plus. 

Responsibilities:

• Work closely with our Digital Reputation Manager to execute a multi-platform strategy for responses and proactive communications as we look to scale and intensify the meaning of consumer support in our digital spaces
• Take learnings from consumer feedback and help to incorporate them into our content plan 
• Monitor, record, analyze, and summarize sentiment learnings and present them in an actionable way to the larger team
• Brainstorm, organize and execute community initiatives focused on supporting and retaining Nutrafol customers
• Engage with online community responding to comments in a timely manner
• Identify, monitor, and respond to reviews and comments on sites such as Instagram, TikTok, Google, Facebook, Reddit, X, and various product review forums and more on both paid and organic posts and DMs
• Manage social listening tools to monitor positive/negative comments and topic trends, and strive to boost engagement and resolve any potential conflicts that may affect community and brand reputation
• Collaborate with various teams to develop appropriate responses to external comments, reviews and ratings
• Ensure goals are met and communicate anecdotal and qualitative data and recommend changes to improve results
• Keep up-to-date to the latest trends and emerging tools in the industry
• Work with our Digital Reputation Manager to create monthly sentiment reports
• Communicate effectively with the paid team on a weekly basis to report on trends and flags
• Become an expert on our community members and use that knowledge to assist the Communications team in our testimonial program
• Reflect the voice and public perception of Nutrafol across all social platforms through timely, thoughtful, and grammatically correct responses
• Answer both paid and organic comments on Facebook, Instagram, X, Google Reviews and YouTube
• Provide support that mirrors the tone of our posts
• Ensure that the customers’ experience reflects our company values
• Support customers on multiple levels
• Damage control in a public forum
• Engage and celebrate success stories
• Reassurance when customers are in doubt
• Meet social customers’ needs and expectations in a timely, efficient manner. 
• Handle escalations in real time without hesitation
  • Medical questions and specialized attention (doctors)
  • Operational issues (CX)
  • Lifecycle 
• Be a cross functional partner with many teams regarding:

Requirements:

• 2-3 years of relevant customer service and/or social media experience with an in-house brand; health and wellness/startup experience is a plus.
• Strong copywriter with the ability to communicate effectively for each owned channel and adopt the voice we’ve curated for digital communications.
• Deep understanding of community and how our communication in digital spaces impacts it.
• Familiarity with CX and response tools (e.g. Hootsuite, ShipMonk, Magento, Extensiv, and ZenDesk) .
• Demonstrate consistent and reliable performance in all assigned tasks and responsibilities.
• Accept and apply constructive feedback to continuously improve performance and outcomes.
• Exhibit flexibility and adaptability to pivot and adjust to varying project requirements and priorities.
• Problem solver with a positive, can-do attitude.
• Ability to thrive in a startup, fast paced culture. 
• Strong attention to detail.
• A passion for all things wellness, beauty and lifestyle.

Compensation: The hourly rate for this role is $32 USD per hour. Please note that the benefits listed below are available to full-time, benefits-eligible Nutrafol employees. Contractors are not currently eligible for benefits, although there is a possibility for contract roles to convert to a full-time, salaried & benefitted position in the future. Final compensation decisions are based on a variety of factors including experience, skills, education or certifications, and other business needs.