Social Care & Reputation Specialist

Naturepedic; Cleveland (OH); On-site; USD 50,000 - 70,000; Full time

Job summary

Naturepedic is seeking a Brand Reputation & Social Care Specialist to protect and strengthen how customers experience our brands online. You will work with the Community Management Specialist to resolve issues surfaced through social media and reviews, applying the same care our Customer Service team uses.

You’ll become fully cross-trained with Customer Service, handling order questions, product concerns, delivery issues, warranty and returns, and public as well as private inquiries.

Qualifications

• 1–3 years of experience in social media, community management or digital marketing.
• Excellent written communication with the ability to adapt tone per platform.
• Empathy and professionalism when resolving public comments and private messages.

Responsibilities

• Manage inquiries from social channels with timely, accurate responses.
• Resolve order questions, product concerns, delivery issues, and returns.
• Move sensitive conversations from public threads to private channels when appropriate.
• Track cases from first contact to resolution in the customer service system.
• Monitor and respond to reviews across websites and platforms.

Skills

Social media management

Written communication

Empathy in writing

Public-facing communication

Data-driven insights

Tools

Sprout Social

NetSuite

Gorgias

Trustpilot

Job description

Naturepedic is seeking a Brand Reputation & Social Care Specialist to protect and strengthen how customers experience our brands online. You will work with the Community Management Specialist to resolve issues surfaced through social media and reviews, applying the same care our Customer Service team uses.

You’ll become fully cross-trained with Customer Service, handling order questions, product concerns, delivery issues, warranty and returns, and public as well as private inquiries.