Customer Support & Social Engagement Specialist

About The Role 143 Studios is a Boston‑based award‑winning media production company focused on creating, producing, and publishing first‑of‑its‑kind audio and visual content that inspires and empowers millions of people globally. We are the team behind the Golden Globe‑nominated show The Mel Robbins Podcast, the #1 most‑followed show on Apple Podcasts, and The Let Them Theory, a cultural phenomenon with almost 10 million copies sold. This role is a shared resource across customer support and social engagement, with responsibilities split 50/50 between customer support inbox coverage and daily social engagement. The goal is to create a more consistent audience experience across customer support, podcast, social and community channels while helping the team identify recurring themes, surface meaningful stories and close the feedback loop between our audience and the broader organization. It is a Sunday through Thursday role. Consistent coverage is an important part of this position, especially during high‑volume audience moments such as podcast spikes, launches, press moments, tours, book campaigns, viral content and major announcements. What You’ll Be Doing Customer Support + Inbox Management Monitor and manage the customer support inboxes daily Respond to customer, subscriber, listener, and fan inquiries with clarity, care and accuracy Troubleshoot basic issues and provide relevant resources, including podcast episodes, articles, product links, or approved support materials Categorize, prioritize and manage a high volume of messages efficiently without sacrificing quality or empathy Maintain organized and accurate records in the ticketing system Use tracking systems to ensure timely follow‑up and resolution Forward or escalation inquiries to the appropriate internal teams, agencies or team leads Respond using approved messaging while maintaining the Mel Robbins brand voice Assist in updating templates, macros, FAQs and support processes Ensure all communication reflects the brand tone: motivational, compassionate, clear and direct Social Engagement Support Support daily engagement across priority social platforms and Spotify Respond to audience questions and comments using approved messaging and brand tone Review and approve episode comments on Spotify in alignment with podcast team requirements and screening criteria Guide audience members toward relevant content, resources, podcast episodes, digital products, the newsletter, or community touchpoints Surface powerful comments, testimonials, audience stories, and moments of impact Flag comments or threads that indicate confusion, frustration, misinformation or a need for high‑touch support Support comment sweeps and engagement coverage during launches, podcast spikes, campaigns, viral moments, and other high‑volume periods Help ensure the audience experience feels consistent across hello@ and podcast@ inboxes and social channels Theme Tracking, Escalation & Audience Insights Identify recurring themes across email, podcast comments and social engagement Track common audience questions, feedback, podcast reactions, trends, pain points and sentiment trends Synthesize audience questions, feedback and patternsFlag issues that may indicate customer confusion, broken user journeys, unclear messaging, technical problems, or emerging opportunities Escalate sensitive, urgent, complex or reputational issues through the appropriate channels Share relevant audience insights for inclusion in larger community reporting Help improve the team’s understanding of what the audience is asking, feeling, needing, loving and struggling with Community Storytelling Surface standout audience stories, testimonials, comments and moments of impact Identify comments or messages that may be useful for social proof, campaign feedback, internal reporting, audience understanding or future content opportunities Help the Community team capture and share meaningful audience moments with the right internal partners Support the connection between daily engagement and larger community strategy Tool, Workflow & Reporting Support Learn and use the team’s inbox support tool, social engagement platform and related workflows (e.g., HubSpot, Sprinklr) Apply tags, labels and categories consistently so audience messages can be tracked and reviewed accurately Follow established workflows for routing, follow‑up and escalation Help keep templates, macros, FAQs and support resources organized and up to date Support basic reporting by identifying recurring questions, themes, patterns, and audience feedback Share observations from inboxes, podcast comments, and social engagement Support the feedback loop between audience messages, customer experience, content, podcast and social Sunday‑Thursday & High‑Volume Coverage Maintain reliable Sunday through Thursday coverage as part of the regular role expectations Monitor and respond to priority inbound messages across inbox, podcast, and social during scheduled shifts Support increased coverage during high‑volume moments, including new release, launches, book campaigns, podcast spikes, press moments, tours, viral content and major announcements Coordinate coverage changes, switches, or time‑off needs in advance with the community team to ensure coverage remains consistent Who You Are You Are Wired for This Work You genuinely enjoy reading, processing and responding to a high volume of audience messages You do not see engagement as a side task – you understand it as community‑building, brand trust, customer care and audience listening You’re steady under pressure, emotionally intelligent and thoughtful You can stay grounded when messages are repetitive, sensitive, emotional or unclear You understand that consistency matters, especially when the work involves thousands of small interactions that shape how people experience the brand You are operationally disciplined and can follow workflows, apply tags accurately, keep systems organized and help improve processes over time You are organized, detail‑oriented, and willing to follow workflows carefully while helping the team improve processes over time Your Strengths Include Clear, warm writing that adapts to brand tone Strong judgement around knowing what’s safe to answer, and what needs escalation Excellent attention to detail, especially in labeling, tagging, routing and workflow accuracy A calm, measured approach to emotionally charged messages Comfort with repetitive daily workflows and the discipline to do them well Ability to identify patterns, themes and emerging audience needs Strong follow‑through and ownership Curiosity, coachability and willingness to learn new tools and systems Experience Needed 1–2 years in community management, social engagement, customer experience, or a related role preferred Experience responding to customers, audiences, followers, subscribers, or community members in a professional setting Hands‑on familiarity with social platforms such as Instagram, TikTok, YouTube, Facebook, LinkedIn, and Threads Clear, warm writing skills that can adapt to brand tone Strong judgment around sensitive topics, reputational issues and escalation needs Excellent organizational skills and attention to detail Comfort learning new tools, following workflows, applying tags, and keeping systems organized Ability to notice patterns, recurring questions, audience themes, and emerging issues Comfort with repetitive daily tasks and the discipline to do them consistently and well Experience with Sprinklr, Zendesk, Kustomer, Sprout, Brandwatch, HubSpot, Help Scout or another social CRM, customer support, or social listening platform is a plus, but not required Bachelor’s degree required Must be Boston‑based Benefits & Perks Mission‑Driven Work That Matters Your work will inspire millions. Every piece of content is crafted to create impact, spark change, and uplift people around the world. Fun and Energizing Hybrid Culture Whether remote or in‑person, our collaborative, creative, and low‑ego culture is designed to bring out your best work. Growth‑Oriented Environment We’re a team of self‑st ggers committed to leveling up – with regular feedback, bold goals, and space to learn by doing. Exciting Team Activities From virtual brainstorms to surprise challenges and offsite meetups, we make time to connect, play, and celebrate wins together. 401(k) Available Plan for your future with access to a 401(k) retirement savings plan to support your long‑term financial well‑being. Health & Welfare Benefits Take care of yourself with comprehensive health, dental, and vision insurance – because your well‑being matters. #J-18808-Ljbffr Mel Robbins Media, Motivational Speaking & Coaching