Social Media Engagement Specialist

143 Studios LLC•Boston, MA

2d•Hybrid

About The Position

143 Studios is hiring a Social Media Engagement Specialist to strengthen how we listen, respond, and learn from our audience across social media. This is a social-first engagement role focused on relationship-building at scale, requiring careful listening, discerning responses, identifying audience needs, protecting brand trust, and guiding users deeper into the Mel Robbins digital ecosystem. The role supports high-volume engagement across platforms like Instagram, TikTok, Facebook, YouTube, LinkedIn, and Threads, ensuring the audience feels seen and guided toward relevant content and resources. Responsibilities include maintaining clean data in the social CRM, surfacing audience themes, identifying community stories, and sharing observations with the Community team. This role demands strong writing, hands-on social engagement experience, sound judgment, attention to detail, emotional intelligence, and the ability to balance empathy, speed, accuracy, and brand safety. Weekend coverage is required, especially during high-volume audience moments. Experience with Sprinklr or a comparable enterprise social CRM platform is mandatory.

Requirements

2-4 years of experience in community management, social engagement, social care, audience engagement, customer experience, social media, or a related role.
Hands-on experience using Sprinklr or a comparable enterprise social CRM, social listening, social care, community management, or customer support platform is required.
Experience supporting high-volume social engagement across multiple platforms.
Strong understanding of Instagram, TikTok, YouTube, Facebook, LinkedIn, and Threads.
Clear, warm writing skills that can adapt to brand tone and platform context.
Strong judgment around sensitive topics, reputational issues, escalation needs, and fast-moving audience conversations.
Excellent organization skills and attention to detail, especially with tagging, labeling, routing, and workflow accuracy.
Comfort with repetitive daily tasks and the discipline to do them well.
Strong emotional intelligence and the ability to stay calm with sensitive or emotionally charged messages.
Ability to identify patterns, themes, audience needs, and emerging issues from daily engagement.
Bachelor’s degree required.
Must be Boston-based for hybrid role.

Nice To Haves

You genuinely enjoy reading and responding to thousands of messages a day.
You’re steady under pressure, emotionally intelligent, and thoughtful.
You do not see engagement as a side task. You see it as community-building, brand trust and audience care.
You thrive in repetitive, operational workflows because you understand how consistency helps scale meaningful engagement.
You can balance warmth with good judgment, especially in fast-moving or emotionally charged comment environments.
Strong follow-through, organization and ownership of assigned work.

Responsibilities

Execute high-volume audience engagement across priority social platforms including Instagram, Facebook, YouTube, TikTok, LinkedIn, and Threads.
Respond to comments, questions, audience stories, and inbound social messages in a warm, clear, accurate manner aligned with the Mel Robbins brand voice and guidelines.
Support daily engagement across priority brand, content, campaign, and community moments.
Identify when to respond, when to hold, and when to escalate comments or messages for additional review.
Support surge engagement during major brand moments including campaigns, launches, podcast spikes, book moments, press cycles, tours, and viral content.
Guide audience members toward relevant content, resources, newsletters, podcast episodes, free trainings, community moments, and other brand touchpoints.
Help create continuity between social media experiences and further engagement opportunities.
Identify common audience questions or needs that may point to opportunities for clearer communication, stronger content pathways, or better audience support.
Apply tags consistently across social engagement activity within Sprinklr.
Track audience themes, sentiment, questions, feedback, testimonials, inbound trends, confusion points, and friction points.
Follow established workflows for tagging, routing, triage, and escalation.
Help identify gaps or inconsistencies in tagging and share observations with the Community team.
Support clean reporting by ensuring social engagement activity is organized and trackable.
Identify recurring themes, emotional patterns, audience questions, moments of confusion, and emerging issues.
Surface useful observations that help the team understand audience responses, areas needing clarity, and opportunities for deeper connection.
Flag sensitive, urgent, complex, or reputational issues through appropriate escalation channels.
Help translate daily social engagement into practical audience intelligence for the Community team and cross-functional teams.
Surface standout audience stories, testimonials, comments, and moments of impact.
Identify comments or messages useful for community insights, 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.
Participate in scheduled weekend rotations as needed.
Support expanded coverage during high-volume moments, including new releases, launches, book campaigns, podcast spikes, press moments, tours, viral moments, and major announcements.
Follow established escalation and coverage workflows during moments of increased volume or sensitivity.
Maintain consistency and accuracy even when engagement volume increases.