Specialist, Voice of Guest, Social Listening & Response

Social Care Team Member

We're looking for a proactive, guest-focused communicator to join our Social Care team as a key brand advocate. The ideal candidate brings a background in Marketing, PR, or Communications and excels at crafting thoughtful, timely interactions across social media platforms. In this role, you'll be the voice of the brand on TikTok, Facebook, X, LinkedIn, Threads, Google Reviews, and Instagram — engaging directly with guests to resolve concerns, celebrate experiences, and protect brand reputation. You'll play a critical role in our guest retention and brand loyalty efforts by delivering responses that are empathetic, accurate, and aligned with our tone and values. You'll also partner closely with cross-functional teams to share guest insights, monitor trends, and support continuous improvements in our social care strategy.
Location: Remote
Key Details
We monitor social channels daily from 7:00 a.m. to 5:00 p.m. CDT, including most holidays.
While scheduling is flexible, availability for some evenings, weekends, and holidays is required.
Hours of operation may shift based on evolving business needs.
Duties & Responsibilities
Respond to negative sentiment social media conversation in a timely, informative and appropriate way that makes each customer feel valued and acknowledged
Support community management by proactively engaging with guests, highlighting positive experiences, and strengthening brand affinity through authentic, meaningful conversations
Develop and maintain an in-depth knowledge of the customer experience path in all its variations
Demonstrate the ability to diagnose and troubleshoot technical issues
Continuously reviews social care escalation processes and procedures to drive improvement and prioritize brand protection
Serve as escalation point and training resource for social specialists on team
Track high-risk concerns and escalate as needed to internal business partners
Monitor brand alerts during scheduled shifts and action appropriately within SLAs
Deescalate high-friction and high-visibility social concerns through social, phone, and email.
Social Care projects as assigned by manager (~10% of role)
Other duties as deemed by supervisor
Qualifications (Education & Experience)
Bachelor's degree preferred, preferably with a concentration in marketing, public relations or communications
Demonstrated ability to adjust communication for the audience at hand within brand voice
Passion for harnessing the power of social media to drive business results
Curious, forward-thinking professional with a strong grasp of emerging media trends and ability to anticipate how the brand should show up in the evolving digital landscape
Strong written and oral communications skills
Naturally compelled to provide excellent customer service
Thrives in a high-energy, fast-paced, collaborative environment
Is a flexible individual, creative thinker and problem solver, accustomed to working in teams
Working Conditions
Approximately 4 times per year travel is required to our St. Louis Support Center for meetings and townhalls
Physical Requirements
While performing this job, the incumbent is regularly required to stand, sit, talk hear & use hands and fingers to operate keyboards
Direct Reports
N/A
Equal Opportunity Employer: Disabled/Veterans Competitive Pay $33,169 - $48,294 annually