Nutrafol · 3 hours ago
Social Media Response Associate (Part-Time/Contract)
United States
Part-time, Contract
Remote
Entry Level
$32/hr - $32/hr
2+ years exp
Maximize your interview chancesBiotechnologyConsumer Goods
Insider Connection @Nutrafol
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Responsibilities
Work closely with our Senior Digital Reputation Associate to execute a multi-platform strategy for responses and proactive communications as we look to scale and intensify the meaning of consumer support in our digital spaces
Take learnings from consumer feedback and help to incorporate them into our content plan
Monitor, record, analyze, and summarize sentiment learnings and present them in an actionable way to the larger team
Brainstorm, organize and execute community initiatives focused on supporting and retaining Nutrafol customers
Engage with online community responding to comments in a timely manner
Identify, monitor, and respond to reviews and comments on sites such as Instagram, TikTok, Google, Facebook, Reddit, X, and various product review forums and more on both paid and organic posts and DMs
Manage social listening tools to monitor positive/negative comments and topic trends, and strive to boost engagement and resolve any potential conflicts that may affect community and brand reputation
Collaborate with various teams to develop appropriate responses to external comments, reviews and ratings
Ensure goals are met and communicate anecdotal and qualitative data and recommend changes to improve results
Keep up-to-date to the latest trends and emerging tools in the industry
Work with our Senior Digital Reputation Associate to create monthly sentiment reports
Communicate effectively with the paid team on a weekly basis to report on trends and flags
Become an expert on our community members and use that knowledge to assist the Communications team in our testimonial program
Reflect the voice and public perception of Nutrafol across all social platforms through timely, thoughtful, and grammatically correct responses
Answer both paid and organic comments on Facebook, Instagram, X, Google Reviews and YouTube
Provide support that mirrors the tone of our posts
Ensure that the customers’ experience reflects our company values
Support customers on multiple levels
Damage control in a public forum
Engage and celebrate success stories
Reassurance when customers are in doubt
Meet social customers’ needs and expectations in a timely, efficient manner
Handle escalations in real time without hesitation
Medical questions and specialized attention (doctors)
Operational issues (CX)
Lifecycle
Be a cross functional partner with many teams regarding:
Qualification
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Required
2-3 years of relevant customer service and/or social media experience with an in-house brand; health and wellness/startup experience is a plus.
Strong copywriter with the ability to communicate effectively for each owned channel and adopt the voice we’ve curated for digital communications.
Deep understanding of community and how our communication in digital spaces impacts it.
Familiarity with CX and response tools (e.g. Hootsuite, ShipMonk, Magento, Extensiv, and ZenDesk).
Demonstrate consistent and reliable performance in all assigned tasks and responsibilities.
Accept and apply constructive feedback to continuously improve performance and outcomes.
Exhibit flexibility and adaptability to pivot and adjust to varying project requirements and priorities.
Problem solver with a positive, can-do attitude.
Ability to thrive in a startup, fast paced culture.
Strong attention to detail.
A passion for all things wellness, beauty and lifestyle.
Benefits
Fully remote work experience
Comprehensive medical, dental, and vision package, including FSA program
401K with 50% match
Quarterly Bonus Program
Flexible PTO
Two company-wide wellness breaks every day
Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
Monthly wellness stipend
Monthly internet stipend
Monthly cell phone stipend
Annual learning & development stipend
Wellness Program, including virtual Wellness Sessions & No-Meeting Wednesdays
Free meditation app membership (Headspace)
Free Nutrafol subscription
Pet insurance and benefit programs
Company
Nutrafol
Nutrafol is a nutraceutical manufacturer that formulates natural, drug-free products to improve hair health.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$35MKey Investors
L CattertonUnilever Ventures
2019-04-02Series B· $35M
2017-05-09Series A· Undisclosed
Leadership Team
Giorgos Tsetis C.E.
Co-Founder and CEO
Roland Peralta
Co-founder, Chief Innovation and Product Officer
Recent News
2024-06-05
Company data provided by crunchbase
