Customer Support & Social Engagement Specialist

143 Studios LLC•Boston, MA

2d•Hybrid

About The Position

143 Studios is seeking a Customer Support + Social Engagement Specialist to enhance audience interaction across various channels including inbox, social media, and podcasts. This role involves a 50/50 split between customer support and social engagement, aiming to create a consistent audience experience and identify key themes for organizational learning. The specialist will also support the implementation and utilization of a new inbox support tool, workflow, and tagging system. This is a Sunday through Thursday position requiring consistent coverage, especially during high-volume audience moments.

Requirements

1-2 years in experience community management, social engagement, social care, audience engagement, customer experience, customer support, or 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.
Bachelor’s degree required.
Must be Boston-based.

Nice To Haves

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.

Responsibilities

Manage and respond to inbound audience messages across key inboxes with warmth, accuracy, and strong judgment.
Monitor and manage 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.
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.
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.
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.
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.
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.