Audience & Community Support Specialist

What You'll Own Social & Community Engagement Show up where our audience does - YouTube, Instagram, Facebook, TikTok, X, and beyond. Monitor and actively engage with comments, DMs, replies, and mentions, representing the JHS voice authentically across every platform. Moderation & Escalation Keep our spaces safe and on-brand. Moderate community spaces and social channels for spam, trolling, and harmful content, removing, hiding, or escalating as needed, while recognizing and escalating potential brand-risk situations to leadership. Feedback & Insight You will often be the first to hear what's working and what's not. Flag important feedback, common questions, and pain points to leadership to help inform product development and customer experience improvements. Knowledge Consistency Use and continually update a shared bank of common questions and answers, so responses stay accurate and consistent across high-volume periods and every platform. Artist Support Be the day-to-day point of contact for JHS Pedals artists on operational needs. Assist with gear questions, order placement, discount applications, replacements or repairs, and hosting with timely follow-up and real care. Product Launches & Reviews Support product launches and major announcements by preparing for anticipated spikes in community and social activity, coordinating with leadership on messaging and response plans in advance. Coordinate demo units and product reviews as part of that process - getting gear into the right hands and tracking it through to publication. Growth & Ideation Continuously look for creative, strategic ways to engage our audience. Bring original ideas to the team for audience and community growth and customer experience improvements. You'll Excel If You've Supported a Community Before You have 2+ years of experience in social media management, community management, or a customer-facing support role. You're a Gear Person You actively play guitar and use effects pedals, and you can talk knowledgeably and specifically about tone, gear, and playing experience - in real time, in writing and out loud. This is a core requirement for the role. You Naturally Make People Feel Seen and Heard You're a skilled relationship-builder who makes people feel valued and excited to engage with the brand, balancing detail-oriented follow-through with quick sound judgment. You're Responsive and Organized You're a self-starter with excellent written and verbal communication skills, able to adapt tone across platforms and audiences while managing multiple conversations, platforms, and relationships at once. You Know Social Media You understand platforms and community dynamics well enough to respond quickly and thoughtfully without losing authenticity or brand voice. You Bring Ideas to the Table You're self-motivated to generate new concepts and are genuinely energized by improving the customer and community experience for JHS Pedals users. You're Tech-Comfortable New platform, new app, AI tool - you're comfortable enough with technology in general that picking up whatever comes next isn't a big lift. You dig in, figure it out, and put it to work. What Comes With It Employee and Industry Discounts: Build the rig you've been dreaming about at a discount. Paid Time Off: Take the breaks you need to recharge and stay sharp. The longer you're here, the more PTO you get. Healthcare Benefits: Access to medical, dental, vision, and basic term life coverage. Gym Memberships: Take care of yourself, and we'll take care of the bill. Pedal Lending Library: Borrow from our library of JHS Pedals to play at home, experiment with sounds, use for gigs and studio sessions, or just feed your curiosity. Coffee, Tea, and Snacks: Fuel up when you need it. Continuous Learning Support: We invest in your growth and skill development, both inside and outside of work. Events Worth Showing Up To: Release celebrations, happy hours, a holiday party we go all out for, and team outings that give us the opportunity to connect beyond work. Classification: Full-Time, Exempt Work Location: On-Site Schedule Requirements: Monday – Friday, 8am – 5pm. Reports To: Director of Audience & Community #J-18808-Ljbffr JHS Pedals