Community Engagement Specialist

Solace

70d

About The Position

We’re looking for a Community Engagement Specialist to own our company’s presence across customer-facing public platforms including; Meta, LinkedIn, Reddit, BBB, and Trustpilot. This person will play a critical role in shaping how customers perceive our brand by responding thoughtfully, quickly, and consistently to public feedback, and will support organic content execution across social channels. You’ll report into our Brand Lead to ensure our brand voice and tone are consistent across all channels, while working closely with the Customer Experience team to ensure responses are grounded in empathy, accuracy, and service recovery best practices.

Requirements

• 3–5 years of experience in social media, community management, or customer experience roles.
• Exceptional writing and communication skills with a natural ability to translate complex or sensitive situations into empathetic, on-brand messages.
• Experience managing brand reputation across public platforms (e.g., Trustpilot, BBB, Reddit, or similar).
• Strong judgment and ability to balance transparency, diplomacy, and compliance.
• Highly organized with the ability to manage multiple platforms and competing priorities.
• Comfortable collaborating cross-functionally with Marketing, Product, and CX.

Nice To Haves

• Experience in startups, healthcare, tech, or regulated industries.
• Familiarity with social listening tools.
• Experience building or maintaining social response playbooks.

Responsibilities

• Manage day-to-day responses to customer feedback and reviews across BBB, Trustpilot, and social media channels (Facebook, X, Reddit, etc.).
• Develop and maintain playbooks and response templates in partnership with Marketing, Legal, and CX leadership.
• Collaborate with internal teams (CX, Marketing, Legal, Product) to triage escalations and ensure timely, compliant responses.
• Monitor brand mentions and customer sentiment; identify recurring issues or emerging trends and share insights with CX and Product teams.
• Track and report on key metrics (response times, sentiment, volume, trends) and recommend improvements.
• Partner with Marketing to align on proactive social strategies that strengthen our brand reputation.
• Uphold brand tone and ensure all responses reflect our values and commitment to exceptional customer experience.
• Support low-lift content creation (pulling from blog, lifecycle and paid content) that brings our mission to life online.
• Manage our advocate and patient appreciation program (e-giftcards)

What This Job Offers