Social Media Engagement Specialist

Social Media Engagement Specialist

Hybrid in Boston, MA

143 Studios is an award-winning media production company headquartered in Boston, MA focused on creating, producing, and publishing first-of-its-kind audio and visual content that inspires and empowers millions of people globally. We are the team behind the Golden Globe-nominated show The Mel Robbins Podcast, which is #1 most-followed show on Apple Podcasts. We're also the same team behind The Let Them Theory, a cultural phenomenon with almost 10 million copies sold, six #1 Audible Originals, and professional development education for many of the largest companies in the world. Every day, our work reaches more than 40 million online followers around the world.

About the Role

143 Studios is hiring a Social Engagement Specialist to help strengthen how we listen, respond and learn from our audience across social media.

This is a social-first engagement role for someone who understands that community engagement is not just replying to comments. It is relationship-building at scale. It requires listening carefully, responding with discernment, identifying audience needs, protecting brand trust and helping people move more deeply into the Mel Robbins digital ecosystem. In this role, you will support high-volume engagement across the Mel Robbins social ecosystem, including Instagram, TikTok, Facebook, YouTube, LinkedIn, Threads and other priority platforms. You will help ensure our audience feels seen, supported and thoughtfully guided toward relevant content, resources, podcast episodes, newsletters, campaigns and other brand touchpoints.

You will also help maintain clean and accurate tagging inside our social CRM, surface recurring audience themes, identify standout community stories and share useful observations with the Community team so we can better understand what our audience is saying, feeling, asking and needing in real time.

This role requires more than strong writing. It requires hands-on experience with social engagement, sound judgement in fast-moving comment environments, attention to detail, emotional intelligence and the ability to balance empathy, speed, accuracy and brand safety.

This position requires weekend coverage as assigned. Consistent and dependable coverage is an important part of the role, especially during high-volume audience moments such as launches, press moments, tours, book campaigns, viral content, major announcement and podcast spikes.

Experience using Sprinklr or a comparable enterprise social CRM platform, social listening, social care or community management platform is required.

What You'll Be Doing

Daily Social Engagement

You will execute high-volume audience engagement across priority social platforms including:

• Instagram
• Facebook
• YouTube
• TikTok
• LinkedIn
• Threads

Responsibilities include:

• Respond to comments, questions, audience stories, and inbound social messages in a way that is warm, clear, accurate and aligned with the Mel Robbins brand voice and guidelines.
• Support daily engagement across priority brand, content, campaign and community moments
• Identify when to respond, when to hold, and when to escalate comments or messages for additional review
• Support surge engagement during major brand moments including campaigns, launches, podcast spikes, book moments, press cycles, tours, and viral content
• Help ensure that audience members are not just acknowledged, but thoughtfully guided toward the right next place in the Mel Robbins ecosystem.

Move the Audience Through The Digital Ecosystem

You will help turn social attention into deeper community connection.

Responsibilities include:

• Guide audience members toward relevant content, resources, newsletters, podcast episodes, free trainings, community moments and other brand touchpoints.
• Help create continuity between what people experience on social media and where they can go next to stay connected, supported and engaged
• Identify common audience questions or needs that may point to opportunities for clearer communication, stronger content pathways or better audience support

Social CRM Tagging + Workflow Hygiene

You will help maintain clean, accurate, and useful social engagement data inside Sprinklr.

Responsibilities include:

• Apply tags consistently across social engagement activity
• Track audience themes, sentiment, questions, feedback, testimonials, inbound trends, confusion points, and friction points
• Follow established workflows for tagging, routing, triage, and escalation
• Help identify gaps or inconsistencies in tagging and share observations with the Community team
• Support clean reporting by ensuring social engagement activity is organized and trackable

This part of the role matters. The quality of our insights depends on the quality of our tagging.

Surface Audience Insights

You will help the Community team understand what the audience is saying across social channels.

Responsibilities include:

• Identify recurring themes, emotional patterns, audience questions, moments of confusion, and emerging issues
• Surface useful observations that help the team understand what the audience is responding to, where they need more clarity, and where there may be opportunities to deepen connection
• Flag sensitive, urgent, complex or reputational issues through the appropriate escalation channels
• Help translate daily social engagement into practical audience intelligence for the Community team and cross-functional teams

Support Community Storytelling

You will help identify the real human stories that show the impact of the work we do.

Responsibilities include:

• Surface standout audience stories, testimonials, comments and moments of impact
• Identify comments or messages that may be useful for community insights, social proof, campaign feedback, internal reporting, audience understanding or future content opportunities
• Help the Community team capture and share meaningful audience moments with the right internal partners

Support Campaigns, Launches + Weekend Coverage

You will help provide dependable engagement support during high-volume brand moments.

Responsibilities include:

• Participate in scheduled weekend rotations as needed
• Support expanded coverage during high-volume moments, including new releases, launches, book campaigns, podcast spikes, press moments, tours, viral moments and major announcements
• Follow established escalation and coverage workflows during moments of increased volume or sensitivity
• Maintain consistency and accuracy even when engagement volume increases

Who You Are

You Are Wired for This Work

• You genuinely enjoy reading and responding to thousands of messages a day
• You're steady under pressure, emotionally intelligent, and thoughtful
• You do not see engagement as a side task. You see it as community-building, brand trust and audience care.
• You thrive in repetitive, operational workflows because you understand how consistency helps scale meaningful engagement
• You can balance warm with good judgment, especially in fast-moving or emotionally charged comment environments

Your Strengths Include

• Clear, warm writing that adapts to brand tone and platform context
• Strong judgement around what's safe to answer, what needs escalation, and what should be held for internal review
• Excellent attention to detail, especially with labeling, tagging, triage and workflow accuracy
• A calm, measured approach to sensitive or emotionally charged messages
• Comfort with repetitive daily engagement work and the discipline to do it consistently and well
• Ability to identify patterns, themes, audience needs and emerging issues
• Strong follow-through, organization and ownership of assigned work

Experience Needed

• 2-4 years of experience community management, social engagement, social care, audience engagement, customer experience, social media or related role
• Hands-on experience using Sprinklr or a comparable enterprise social CRM, social listening, social care or community management or customer support platform is required
• Experience supporting high-volume social engagement across multiple platforms
• Strong understanding of Instagram, TikTok, YouTube, Facebook, LinkedIn, and Threads
• Clear, warm writing skills that can adapt to brand tone and platform context
• Strong judgment around sensitive topics, reputational issues, escalation needs and fast-moving audience conversations
• Excellent organization skills and attention to detail, especially with tagging, labeling, routing and workflow accuracy
• Comfort with repetitive daily tasks and the discipline to them well
• Strong emotional intelligence