Impossible Cloud is looking for a Social Media Response Associate to join our team on a part-time/contract basis. In this role, you will directly support Nutrafol's digital audience by engaging with the online community, monitoring sentiment, and collaborating across teams to support brand reputation and customer experience.

What You'll Do

Execute a multi-platform strategy for responses and proactive communications to scale consumer support in digital spaces.
Monitor, record, analyze, and summarize sentiment learnings and present them in an actionable way to the larger team.
Engage with the online community by 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 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 potential conflicts.
Collaborate with various teams to develop appropriate responses to external comments, reviews, and ratings.
Work with our Digital Reputation Manager 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.
Support customers on multiple levels including damage control, engaging success stories, and reassurance.
Meet social customers’ needs and expectations in a timely, efficient manner.
Handle escalations in real time without hesitation (e.g., medical questions, operational issues).

What We're Looking For

2-3 years of relevant customer service and/or social media experience with an in-house brand.
Strong copywriter with the ability to communicate effectively for each owned channel and adopt the brand's curated voice.
Deep understanding of community and how 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.
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.

Nice to Have

Health and wellness/startup experience is a plus.
A passion for all things wellness, beauty and lifestyle.

Technical Stack

Hootsuite
ShipMonk
Magento
Extensiv
ZenDesk

Team & Environment

You'll be part of the Community team, reporting to the Digital Reputation Manager. The role involves close collaboration with PR, Influencer Marketing, CX, and Creative teams.