Contractor - Social Media Community Engagement Specialist

Social Media Community Engagement Specialist (Contractor) Overview: This role is a contract position that will be working an weekday schedule composed of shifts, which may include a mix of the following: Monday-Friday: Up to 8 hours during 9am-5pm EST Your scheduled days and hours may vary week to week depending on business needs, but we anticipate this role having a minimum of 24 hours weekly. There may be opportunities for more hours within our team’s shift pool The Community Engagement Specialist is responsible for many ongoing activities within a clients’ social media channels such as: Community moderation and monitoring Reactive and proactive engagement between a brand and its online communities Guide and create meaningful social media conversations Apply expertise of channel and social media nuances and community members’ online behaviors to optimize channel engagement or workflows Provide insight and recommendations to client and internal team on how to optimize for max community engagement Share any trends/flags with internal team to share with the client Identify and flag UGC the brand can potentially leverage as organic or ad posts This role focuses solely on reactive community engagement practices for a major retail brand. Customer support, reactive experience, and familiarity with Sprinklr would be beneficial to this role. This is a great opportunity for those who are self-employed, interested in freelancing, or work part-time. Essential Duties and Responsibilities Using a third-party tool, you will be responsible for assigning, evaluating, responding, and escalating per client-provided engagement guidelines, including: First-touch reactive response and triage of inbound comments, mentions, page posts on the brand’s Facebook, X, Instagram and their Inbox, and TikTok channels Removing or flagging spam and inappropriate community posts as defined in the engagement guidelines Escalating customer service inquiries to the customer care team Swift identification, risk assessment, and escalation of potential HR or PR issues Engaging with customized positive comments using the appropriate brand voice Contributes to the ongoing optimization of community engagement strategy Ensures proper execution of community engagement strategies Pays attention to any inconsistencies or issues within the social media tool and escalates Collaborates with internal team to ensure overall client goals and objectives are met Qualifications and Experience Required Critical: Must be open and available to work a mix of 9am-5pm EST shifts any day of the week Exceptional written and verbal communication skills Extremely focused and organized Patience and empathy - customer care is a large part of this role Ability to move at a fast pace without sacrificing attention to detail Ability to follow defined workflows independently 2+ years of experience in consumer-facing marketing (agency experience a plus) OR 1.5+ years’ experience managing online communities for consumer brands (retail experience a plus) Customer service experience a plus Professional experience using social media platforms for brands (Facebook, X, Instagram, TikTok) Experience with third-party community engagement tools (e.g., Sprinklr, Social Studio, Hootsuite, Emplifi, HootSuite, etc.) All work work scheduled and completed based on Eastern Standard Time This position is open to U.S. residents only. Ignite Social Media celebrates a diversity-rich culture strengthened by equal employment opportunities. Ignite Social Media celebrates a diversity rich culture strengthened by equal employment opportunity. #J-18808-Ljbffr