Specialist, Voice of Guest, Social Listening & Response

Job Purpose

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

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 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)

Qualifications include:

• 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

The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.