Night & Weekends Social Media Engagement Specialist (Contractor)

Ignite Social Media•Birmingham, MI

12d

About The Position

This role is a contract position that will be working an alternative schedule composed of shifts, which may include a mix of the following: Monday – Friday – up to 2 hours during 7-9 PM EST Saturdays – up to 8 hours between 9 AM – 5 PM EST or 7-9 PM EST Sundays – up to 8 hours between 9 AM – 5 PM EST or 7-9 PM EST Your scheduled days and hours may vary week to week depending on business needs, but we anticipate this role having a minimum of 8 hours weekly. On the low end, contractors work 5-10 hours a week On the high end, contractors work 12-25 hours a week There may be opportunities for more hours within our team’s shift pool The Community Engagement Specialist is responsible for many ongoing activities within a clients’ social media channels such as: Community moderation and monitoring Reactive and proactive engagement between a brand and its online communities Guide and create meaningful social media conversations Apply expertise of channel and social media nuances and community members’ online behaviors to optimize channel engagement or workflows Provide insight and recommendations to client and internal team on how to optimize for max community engagement Share any trends/flags with internal team to share with the client Identify and flag UGC the brand can potentially leverage as organic or ad posts This role focuses solely on reactive community engagement practices for a major retail brand. Customer support, reactive experience, and familiarity with Sprinklr would be beneficial to this role. We’re always looking to add diversity to our team. ESSENTIAL DUTIES AND RESPONSIBILITIES We’re looking for someone passionate about engaging with others on social media, naturally proactive to help others, extremely detail-oriented, and able to follow defined processes. This person will enjoy a challenge, can react quickly when processes change, and isn’t afraid to ask questions when unsure about something. If you’re ready to create a positive customer experience or brand moments on social with us, review the details below and apply to join our agency as a contractor! This is a great opportunity for those who are self-employed, interested in freelancing, or work part-time.

Requirements

Critical: Must be open and available to work a mix of 7-9 PM EST shifts any day of the week, along with up to 8 hours on Saturdays and/or Sundays between the hours of 9 AM – 5 PM EST.
Exceptional written and verbal communication skills
Extremely focused and organized
Patience and empathy—customer care is a large part of this role
Ability to move at a fast pace without sacrificing attention to detail
Ability to follow defined workflows independently
2+ years of experience in consumer-facing marketing (agency experience a plus) OR 1.5+ years’ experience managing online communities for consumer brands (retail experience a plus)
Customer service experience a plus
Professional experience using social media platforms for brands (Facebook, X, Instagram, TikTok)
Experience with third-party community engagement tools (e.g., Sprinklr, Social Studio, Hootsuite, Emplifi, HootSuite, etc.)
All work work scheduled and completed based on Eastern Standard Time

Responsibilities

Using a third-party tool, you will be responsible for assigning, evaluating, responding, and escalating per client-provided engagement guidelines, including:
First-touch reactive response and triage of inbound comments, mentions, page posts on the brand’s Facebook, X, Instagram and their Inbox, and TikTok channels
Removing or flagging spam and inappropriate community posts as defined in the engagement guidelines
Escalating customer service inquiries to the customer care team
Swift identification, risk assessment, and escalation of potential HR or PR issues
Engaging with customized positive comments using the appropriate brand voice
Contributes to the ongoing optimization of community engagement strategy
Ensures proper execution of community engagement strategies
Pays attention to any inconsistencies or issues within the social media tool and escalates
Collaborates with internal team to ensure overall client goals and objectives are met