Social Media Response Associate
#KeepGrowing with Nutrafol
We’re a growing company. Everything we do, we do to help people grow into the best version of themselves. As the pioneers of hair wellness, we create clinically tested products for hair growth and provide support for people at every step of their hair journey.
Our multi-factorial approach targets key root causes of hair thinning using a patented blend of standardized vitamins, minerals and natural ingredients -- and is recommended by over 7,500 physicians and hair professionals for trusted, reliable results. We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of hair science. As we help our customers grow, we grow too -- by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for wellness and innovation.
Keep growing. It’s our mantra. Our commitment to helping anybody and everybody committed to realizing their own potential to grow.
About You
Nutrafol is seeking a highly-motivated and versatile part-time/contract Social Media Response Associate to support our ever-growing digital audience. The contract length is 6 months.
This is a remote position and this schedule is subject to change based on business needs but this will be your schedule 99% of the time. Please see below for schedule options.
*Schedules shown per time zone:
Schedule Option 1:
Tuesday, Wednesday, Thursday:
Pacific Time (PT): 11:00 am - 7:00 pm
Mountain Time (MT): 12:00 pm - 8:00 pm
Central Time (CT): 1:00 pm - 9:00 pm
Eastern Time (ET): 2:00 pm - 10:00 pm
Sunday:
Pacific Time (PT): 10:00 am - 6:00 pm
Mountain Time (MT): 11:00 am - 7:00 pm
Central Time (CT): 12:00 pm - 8:00 pm
Eastern Time (ET): 1:00 pm - 9:00 pm
Total 32 hours per week.
Schedule Option 2:
Tuesday, Wednesday, Saturday:
Pacific Time (PT): 10:00 am - 6:00 pm
Mountain Time (MT): 11:00 am - 7:00 pm
Central Time (CT): 12:00 pm - 8:00 pm
Eastern Time (ET): 1:00 pm - 9:00 pm
Friday:
Pacific Time (PT): 12:00 pm - 8:00 pm
Mountain Time (MT): 1:00 pm - 9:00 pm
Central Time (CT): 2:00 pm - 10:00 pm
Eastern Time (ET): 3:00 pm - 11:00 pm
Total 32 hours per week.
The ideal candidate has a strong passion and understanding of digital spaces and how communities operate on them, including social media platforms, as well as a strong writing background. You’ll report to our Digital Reputation Manager and be a part of the Community team, and collaborate closely with PR, Influencer Marketing, CX and Creative team members to achieve cross-functional success.
This role requires a passion for customer experience, a can-do attitude and mindset that no job is too small! Interest in the wellness space and experience working with direct-to-consumer lifestyle brands is a plus.
Responsibilities:
Work closely with our Digital Reputation Manager 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 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
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:
Requirements:
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.
Compensation: The hourly rate for this role is $32 USD per hour. Please note that the benefits listed below are available to full-time, benefits-eligible Nutrafol employees. Contractors are not currently eligible for benefits, although there is a possibility for contract roles to convert to a full-time, salaried & benefitted position in the future. Final compensation decisions are based on a variety of factors including experience, skills, education or certifications, and other business needs.
Nutrafol takes into consideration a wide range of factors in final compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package.
Salary Range:
$32—$32 USD
Perks & Benefits
Fully remote work experience
Comprehensive medical, dental, and vision package, including FSA program
401K with employer 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
California residents may review our CCPA notice here.
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