Brand Engagement Specialist

McAfee • Frisco, TX

10d • Hybrid

About The Position

As the Brand Engagement Specialist, you will own the strategy, design, and execution of how McAfee interacts with customers on social media. You will bridge the gap between technical customer support and brand marketing. Your primary mission is to ensure every public and private interaction on platforms like X (Twitter), Facebook, Reddit, and Instagram reflects McAfee’s brand voice while delivering top-tier support. You will design standardized response frameworks, optimize our social listening tools, and build a proactive strategy to turn customer support inquiries into positive brand moments.

Requirements

• 3+ years managing customer care, social media strategy, or brand community management—ideally within a tech or software-as-a-service (SaaS) ecosystem.
• Deep knowledge of native social media platforms and modern social customer relationship management (CRM) platforms (such as Sprinklr, Sprout Social, or Hootsuite).
• Exceptional writing skills with the ability to explain complex technical cybersecurity issues in plain, reassuring language.
• Proven ability to design workflows, analyze sentiment data, and create operational frameworks from scratch.
• A strong curiosity about consumer privacy, digital identity protection, and online safety.
• Skill in analyzing conversation data and identifying "break points" or areas for improvement in the user journey.
• The ability to adapt tone and style for different audiences and scenarios, and to be creative in developing engaging user experiences.
• Excellent communication skills to articulate design decisions and work effectively within a team environment.

Nice To Haves

• Basic knowledge of programming languages (like Python) or markup languages to better communicate technical requirements to engineers is beneficial.

Responsibilities

• Create Response Playbooks: Design and maintain the official blueprint for how McAfee responds to customer inquiries, complaints, and praise on social media.
• Ensure all answers maintain a balance of deep technical empathy, clarity, and brand consistency.
• Build and continuously update a library of modular, human-sounding response templates that agents can customize for fast, accurate replies.
• Define specific strategy variations for different platforms (e.g., handling technical troubleshooting on Reddit vs. brand engagement on X).
• Utilize social listening tools to identify customer pain points, viral security trends, and emerging product issues before they escalate.
• Build seamless workflows to transfer highly technical security issues or high-profile complaints safely from public comments to secure support channels.
• Guide frontline social support agents on how to use the designed frameworks, ensuring high quality and emotional intelligence in every interaction.

Benefits

• Bonus Program
• 401k Retirement
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support and Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed