Hybrid Boston: Audience Engagement & Support Specialist

143 Studios LLC; Boston (MA); Hybrid; USD 48,000 - 70,000; Full time

Job summary

143 Studios LLC in Boston, MA is hiring a Customer Support + Social Engagement Specialist to strengthen listening, responding, routing and learning from our audience across inbox, social and podcast channels. This role is split 50/50 between customer support inbox coverage and daily social engagement.

You’ll implement and use a new inbox tool, tagging system, and structured workflows. Sunday through Thursday coverage is required, with higher demand during launches and podcast spikes.

Qualifications

• 1–2 years in community management or related roles
• Experience responding to customers and audiences in a professional setting
• Hands-on familiarity with social platforms (Instagram, TikTok, YouTube, Facebook, LinkedIn, Threads)
• Boston-based and able to work in a hybrid environment
• Strong writing and judgment on sensitive topics
• Ability to follow workflows and tagging standards

Responsibilities

• Manage inbound audience messages across inboxes with warmth and accuracy
• Monitor and manage the customer support inboxes daily
• Respond to inquiries with clarity and empathy
• Categorize, prioritize and manage high volume messages
• Update templates, macros, FAQs and support processes
• Support daily social engagement across priority platforms
• Identify recurring themes and surface audience insights
• Escalate complex issues through appropriate channels
• Maintain consistency of brand voice
• Sunday-Thursday coverage and high-volume support
• Support tool implementation and tagging system

Skills

Audience engagement

Brand voice

Written communication

Emotional intelligence

Attention to detail

Time management

Tools

Sprinklr

Zendesk

Kustomer

Sprout Social

Brandwatch

HubSpot

Help Scout

Job description

143 Studios LLC in Boston, MA is hiring a Customer Support + Social Engagement Specialist to strengthen listening, responding, routing and learning from our audience across inbox, social and podcast channels. This role is split 50/50 between customer support inbox coverage and daily social engagement.

You’ll implement and use a new inbox tool, tagging system, and structured workflows. Sunday through Thursday coverage is required, with higher demand during launches and podcast spikes.