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 Twitter, TikTok, Facebook, X 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.

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

The primary responsibilities of this job include, but are not limited to:

Respond to negative sentiment social media conversation in a timely, informative and appropriate way that makes each customer feel valued and acknowledgedSupport community management by proactively engaging with guests, highlighting positive experiences, and strengthening brand affinity through authentic, meaningful conversationsDevelop and maintain an in-depth knowledge of the customer experience path in all its variationsDemonstrate the ability to diagnose and troubleshoot technical issuesContinuously reviews social care escalation processes and procedures to drive improvement and prioritize brand protectionServe as escalation point and training resource for social specialists on teamTrack high-risk concerns and escalate as needed to internal business partnersMonitor brand alerts during scheduled shifts and action appropriately within SLAsDeescalate 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)

Qualifications include:

Bachelor’s degree preferred, preferably with a concentration in marketing, public relations or communicationsDemonstrated ability to adjust communication for the audience at hand within brand voicePassion for harnessing the power of social media to drive business resultsCurious, 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 landscapeStrong written and oral communications skillsNaturally compelled to provide excellent customer serviceThrives in a high-energy, fast-paced, collaborative environmentIs a flexible individual, creative thinker and problem solver, accustomed to working in teams

Working Conditions

Approximately 1-2 times a month travel 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

Additional Description :