Social Media CX Expert

Wellhub

Full-time

On-site

Miami, Florida, United States

🎧 Customer Experience (CX)

📌 Core Information

🔹 Job Title: Social Media CX Expert

🔹 Company: Wellhub

🔹 Location: Miami, Florida, United States

🔹 Job Type: Hybrid

🔹 Category: Wellness and Fitness Services

🔹 Date Posted: June 18, 2025

🔹 Experience Level: Entry-level

🔹 Remote Status: On-site/Hybrid

🚀 Job Overview

Key aspects of this role include:

Managing social media comments to engage users and collect feedback
Proactively identifying brand opportunities and potential crises
Collaborating with leaders to improve product and services
Creating reports to enhance the user experience
Contributing to the development of a cohesive social media strategy

ASSUMPTION: This role requires a high level of multitasking, strong communication skills, and the ability to work independently.

📋 Key Responsibilities

✅ Manage incoming social media comments to identify customer needs and engage with users in a meaningful way

✅ Detect brand opportunities, possible crises, and proactively engage in mentions and conversations about Wellhub on social media (social listening)

✅ Collect and report user feedback on product and services, bringing learnings and insights to leaders

✅ Help create reports to be shared with internal stakeholders to improve our product

✅ Assist in building a cohesive social media strategy to ensure brand relevance and growth

✅ Ensure our social media tone of voice, knowledge base, and success metrics are always relevant and up to date

✅ Stay up-to-date with social media and digital trends to keep Wellhub ahead of its competitors

✅ Identify and create playbooks, communications, and other opportunities related to process improvement

ASSUMPTION: This role may require occasional work on weekends or evenings to address urgent social media issues.

🎯 Required Qualifications

Education: High school diploma or equivalent

Experience: Previous experience with support on Social Media

Required Skills:

Native English and knowledgeable of US culture and behaviors
Deep understanding of Social Media, Review Channels and Community tools
Experience with Google Workspace tools, such as Slides, Docs, and Sheets
Excellent oral and written communication (concise and structured)
Analytical mindset focused on scalable results
Ease of solving problems
Passionate about social media and digital marketing, its behaviors and trends
Well-informed and aware of what is happening in the world
Self-taught
Good relationship with leaders and colleagues and work well in a team

Preferred Skills:

Spanish speaking

ASSUMPTION: Prior experience with social media support is mandatory for this role. Other qualifications are considered a plus.

💰 Compensation & Benefits

Salary Range: $21.17 - $21.63 per hour

Benefits:

Wellness: health, dental, vision, and life insurance
Flexible Work: flexible hybrid and full remote work models, home office stipend, and monthly flexible work allowance
Wellhub: access to onsite gyms and fitness studios, digital fitness programs, and online wellness resources
Paid Time Off: minimum of 25 days PTO per year, with additional days for tenure and annual holidays
Paid Parental Leave: 100% paid parental leave for all new parents and extended maternity leave
Career Growth: outstanding opportunities for personal and career growth
Culture: exciting and supportive atmosphere with ambitious people from around the world, value-based culture of trust, flexibility, and integrity

Working Hours: Full-time, 40 hours per week

ASSUMPTION: The salary range provided is based on the information given in the job description. It may vary based on location, experience, and other factors.

📌 Applicant Insights

🔍 Company Context

Industry: Wellness and Fitness Services. Wellhub connects employees to various wellbeing partners, including fitness, mindfulness, therapy, nutrition, and sleep services.

Company Size: 1,001-5,000 employees. Wellhub is a mid-sized company with a global presence.

Founded: 2012. Wellhub has been operating for over a decade, providing extensive experience in the corporate wellness industry.

Company Description:

Wellhub is a corporate wellness platform that connects employees to the best partners for fitness, mindfulness, therapy, nutrition, and sleep, all included in one subscription designed to cost less than each individual partner.
More than 15,000 companies in 11 countries use Wellhub to give their millions of employees access to best-in-class corporate wellbeing programs that are proven to drive widespread employee adoption and engagement.
The result is better productivity, higher retention, and lower healthcare costs, known as the Wellhub Effect.

Company Specialties:

Corporate Wellness
Employee Benefits
Health and Fitness
Mental Health
Nutrition and Wellness

Company Website: wellhub.com

ASSUMPTION: Wellhub's focus on employee wellbeing and work-life balance is a significant advantage for applicants seeking a supportive work environment.

📊 Role Analysis

Career Level: Entry-level. This role is suitable for candidates seeking to begin their career in social media management or customer experience.

Reporting Structure: This role reports directly to the Customer Experience team, with potential collaboration with other departments, such as Marketing and Product.

Work Arrangement: Hybrid. This role requires a mix of on-site and remote work, with the option to work from the Wellhub office or remotely.

Growth Opportunities:

Proven track record of internal promotions and career growth within the company
Opportunities to expand responsibilities and take on new challenges as the company grows
Potential to transition into other roles within the Customer Experience or broader Wellhub organization

ASSUMPTION: Wellhub's commitment to employee development and growth makes it an attractive choice for candidates looking to advance their careers.

🌍 Location & Work Environment

Office Type: Hybrid. The Wellhub office serves as a place for collaboration, community, and team building, with the option to work remotely.

Office Location(s): 30 Irving Pl, New York, NY 10003, US

Geographic Context:

Miami, Florida, United States
Tropical climate with hot and humid summers and mild winters
Diverse cultural scene with a mix of urban and suburban areas

Work Schedule: Full-time, 40 hours per week, with flexible work arrangements available.

ASSUMPTION: The hybrid work arrangement allows for a balance between on-site collaboration and remote flexibility, catering to various work preferences.

💼 Interview & Application Insights

Typical Process:

Online application submission
Phone or video screening
In-person or virtual interview with the hiring manager
Final interview with the team or other stakeholders
Background check and offer

Key Assessment Areas:

Communication skills, both written and verbal
Problem-solving abilities
Analytical mindset and attention to detail
Cultural fit and alignment with Wellhub's values
Technical proficiency with social media tools and platforms

Application Tips:

Tailor your resume and cover letter to highlight relevant skills and experiences for this role
Demonstrate your understanding of social media trends and best practices
Prepare examples of your previous social media management or customer experience work
Research Wellhub's mission, values, and company culture to show your enthusiasm and fit

ATS Keywords: Social Media Support, Customer Engagement, Social Listening, Feedback Collection, Report Creation, Social Media Strategy, Communication, Analytical Mindset, Problem Solving, Digital Marketing, Team Collaboration, Cultural Awareness, Self-Motivation, Technical Support, Process Improvement

ASSUMPTION: Wellhub's application process is designed to assess candidates' skills, cultural fit, and potential for growth within the company.

🛠 Cultural Fit Considerations

Company Values:

Wellness: prioritizing employee wellbeing and work-life balance
Flexibility: offering flexible work arrangements to accommodate individual needs
Integrity: fostering a transparent and honest work environment

Work Style:

Collaborative: working together to achieve common goals
Supportive: providing assistance and encouragement to colleagues
Adaptable: embracing change and new challenges

Self-Assessment Questions:

How do you prioritize your own wellbeing and maintain work-life balance?
Describe a time when you had to adapt to a significant change or challenge in your work environment?
How do you approach supporting and collaborating with colleagues to achieve shared objectives?

ASSUMPTION: Wellhub's company culture emphasizes wellness, flexibility, and integrity, making it an attractive choice for candidates seeking a supportive and values-driven work environment.

⚠️ Potential Challenges

Managing high volumes of social media comments and messages during peak hours
Addressing negative feedback or crises that may arise on social media platforms
Balancing the demands of on-site work with remote work responsibilities
Keeping up with the fast-paced nature of social media trends and best practices

ASSUMPTION: These challenges can be mitigated through effective time management, strong communication skills, and a proactive approach to problem-solving.

📈 Similar Roles Comparison

Social Media Manager: focuses more on content creation and strategy, while this role emphasizes customer support and engagement
Customer Experience Specialist: shares similar responsibilities in managing customer interactions, but may not involve social media platforms
Community Manager: responsible for building and maintaining online communities, with a focus on engagement and growth, rather than customer support

ASSUMPTION: Each role requires a unique skill set and may have different reporting structures, making it essential to understand the specific requirements and responsibilities of each position.

📝 Sample Projects

Developing a social media crisis management plan to address potential brand threats
Creating a comprehensive social media reporting template to track performance metrics
Designing a customer feedback survey to gather insights and improve product offerings

ASSUMPTION: These sample projects demonstrate the range of responsibilities and initiatives that the Social Media CX Expert may undertake to enhance the user experience and drive brand growth.

❓ Key Questions to Ask During Interview

How does the company measure the success of its social media presence, and what are the key performance indicators (KPIs) used to track progress?
What is the team structure and how does this role fit within the broader organization?
How does the company support employee wellbeing and work-life balance, both within and outside of work hours?
What opportunities are there for professional growth and development within this role and the company as a whole?
How does the company approach addressing negative feedback or crises that may arise on social media platforms?

ASSUMPTION: Asking these questions can help applicants better understand the role, the team, and the company culture, enabling them to make an informed decision about their fit within the organization.

📌 Next Steps for Applicants

To apply for this position:

Submit your application through the Wellhub Careers page
Tailor your resume and cover letter to highlight relevant skills and experiences for this role
Prepare examples of your previous social media management or customer experience work
Research Wellhub's mission, values, and company culture to show your enthusiasm and fit
Follow up with the hiring manager after your interview to express your interest in the role and reiterate your qualifications

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

Apply now

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