CX Social Community Engagement Specialist

Comfrt•,

3d•Remote

About The Position

The CX Social Media Engagement Specialist is responsible for interacting with audiences across social media platforms to build brand awareness, foster community engagement, and drive customer relationships. They monitor comments, respond to messages, and create strategies to increase follower interaction. This role often involves analyzing engagement metrics, collaborating with content creators, and ensuring brand voice consistency. Specialists may also handle customer service inquiries and escalate issues when necessary. Ultimately, their goal is to enhance online presence and maintain an active, positive brand image. This role will collaborate closely with Growth, Loyalty and Customer Experience teams to ensure consistent messaging and to develop proactive engagement strategies across Comfrt’s social media platforms (TikTok, Reddit, etc). This role is essential for building brand presence, fostering loyal online communities, and driving measurable engagement outcomes.

Requirements

Strong background in customer experience or marketplace support
Expertise in content creation, audience engagement strategies, social media analytics
Bachelor's degree in marketing, communications, or a related field.
Familiarity with platforms like Reddit, Sprout Social, and Facebook Insights
Exceptional written communication and brand voice alignment
Excellent attention to detail and process accuracy
Ability to evaluate quality and articulate improvements effectively

Responsibilities

Monitor and analyse emerging trends, cultural moments, and audience conversations across Facebook, TikTok, Reddit, Instagram/Threads, X, Pinterest, YouTube, and any evolving platforms.
Synthesize social listening signals into actionable insights, identifying opportunities for reactive content and flagging potential PR risks or crises to leadership immediately.
Benchmark how audiences position the client brand versus competitors, surfacing competitive intelligence that shapes engagement strategy.
Maintain a real-time pulse on platform algorithm changes, format trends, and audience behavior shifts that could affect community performance.
Govern adherence to SOPs, moderation policies, and client brand guidelines across all community channels.
Identify sentiment spikes or volume surges, and raise timely alerts to leadership and relevant stakeholders.
Analyze and share interaction/engagement data to inform best-in-class response strategies and ensure learnings are consistently applied across the team.
Own and steward quality assurance in the brand voice across all community touchpoints, ensuring every response from comments to DMs to reactive posts reflects the client's approved tone, values, and personality.
Develop and maintain up-to-date tone-of-voice guides, response frameworks, and messaging hierarchies.
Review and approve templated responses and reactive copy, ensuring brand consistency and contextual sensitivity across all platforms.
Identify tone drift or off-brand responses across the team.
Provide day to day support to CX Social team.
Provide customer insights to broader Comfrt team.
Identifying opportunities to drive revenue in CX responses and as engagement to contribute towards retention and loyalty.