Customer Support & Social Engagement Specialist

Customer Support & Social Engagement Specialist

Hybrid in Boston, MA

143 Studios is an award-winning media production company headquartered in Boston, MA 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, which is #1 most-followed show on Apple Podcasts. We're also the same team behind The Let Them Theory, a cultural phenomenon with almost 10 million copies sold, six #1 Audible Originals, and professional development education for many of the largest companies in the world. Every day, our work reaches more than 40 million online followers around the world.

About the Role

143 Studios is hiring a Customer Support + Social Engagement Specialist to help strengthen how we listen, respond, route and learn from our audience across inbox, social and podcast channels.

This role will be 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.

This role will also support the implementation and ongoing use of a new inbox support tool, workflow and tagging system. You will help create the structure around how inbound messages are categorized, routed, tracked, reported and turned into useful insights for the Community team, leadership, and cross-functional teams.

This 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

You will help manage and respond to inbound audience messages across key inboxes with warmth, accuracy, and strong judgement.

Responsibilities include:

• 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 escalate 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

You will help support daily audience engagement across priority social platforms and podcast-related channels.

Responsibilities include:

• 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

A major part of this role is helping the team understand what we are hearing across our owned channels.

Responsibilities include:

• 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 patterns
• Flag 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

You will help identify the real human stories that show the impact of the work we do.

Responsibilities include:

• 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

You will help support the systems that allow the team to manage inbound messages clearly and learn from them more effectively.

Responsibilities include:

• 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

This role requires consistent Sunday through Thursday coverage.

Responsibilities include:

• 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 small interactions that shape how people experience the brand
• You are operationally disciplined and can follow workflows, apply tags accurate, 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 experience community management, social engagement, social care, audience engagement,