📌 Core Information
🔹 Job Title: Social Media Response Associate (Part-Time/Contract)
🔹 Company: Nutrafol
🔹 Location: Remote (United States)
🔹 Job Type: Part-Time, Contract
🔹 Category: Retail
🔹 Date Posted: 2025-07-07
🔹 Experience Level: 2-5 years
🔹 Remote Status: Fully Remote
🚀 Job Overview
Key aspects of this role include:
- Executing a multi-platform strategy for consumer support
- Engaging with the online community by responding to comments and reviews
- Analyzing consumer feedback to enhance customer experience
- Collaborating with various teams to improve brand reputation
ASSUMPTION: This role requires a strong understanding of digital spaces and community engagement, as well as excellent writing skills.
📋 Key Responsibilities
✅ Execute a multi-platform strategy for consumer support in collaboration with the Digital Reputation Manager
✅ Monitor, record, analyze, and summarize sentiment learnings and present them in an actionable way to the larger team
✅ Brainstorm, organize, and execute community initiatives focused on supporting and retaining Nutrafol customers
✅ Engage with the online community by responding to comments and reviews on various platforms, including Instagram, TikTok, Google, Facebook, Reddit, X, and product review forums
✅ Manage social listening tools to monitor positive/negative comments and topic trends, and strive to boost engagement and resolve any potential conflicts that may affect community and brand reputation
✅ Collaborate with various teams to develop appropriate responses to external comments, reviews, and ratings
✅ Ensure goals are met and communicate anecdotal and qualitative data to recommend changes and improve results
✅ Keep up-to-date with the latest trends and emerging tools in the industry
✅ Work with the Digital Reputation Manager to create monthly sentiment reports
✅ Communicate effectively with the paid team on a weekly basis to report on trends and flags
✅ Become an expert on community members to assist the Communications team in their testimonial program
✅ Reflect the voice and public perception of Nutrafol across all social platforms through timely, thoughtful, and grammatically correct responses
✅ Support customers on multiple levels, including damage control in public forums, engaging and celebrating success stories, and providing reassurance when customers are in doubt
✅ Meet social customers’ needs and expectations in a timely and efficient manner, handling escalations in real-time without hesitation
✅ Be a cross-functional partner with many teams regarding operational issues, lifecycle, and medical questions
ASSUMPTION: This role requires strong communication skills, adaptability, and the ability to thrive in a fast-paced, startup environment.
🎯 Required Qualifications
Education: Not specified (Assumed: Bachelor's degree or equivalent experience)
Experience: 2-3 years of relevant customer service and/or social media experience with an in-house brand; health and wellness/startup experience is a plus
Required Skills:
- Strong copywriting skills with the ability to communicate effectively for each owned channel and adopt the voice curated for digital communications
- Deep understanding of community and how communication in digital spaces impacts it
- Familiarity with CX and response tools (e.g., Hootsuite, ShipMonk, Magento, Extensiv, and ZenDesk)
- Consistent and reliable performance in all assigned tasks and responsibilities
- Ability to accept and apply constructive feedback to continuously improve performance and outcomes
- Exhibit flexibility and adaptability to pivot and adjust to varying project requirements and priorities
- Problem solver with a positive, can-do attitude
- Ability to thrive in a startup, fast-paced culture
- Strong attention to detail
- A passion for all things wellness, beauty, and lifestyle
Preferred Skills:
- Experience working with direct-to-consumer lifestyle brands
ASSUMPTION: Candidates with a background in health and wellness, as well as experience working with direct-to-consumer brands, will be strongly considered for this role.
💰 Compensation & Benefits
Salary Range: $32 USD per hour
Benefits:
- Fully remote work experience
- Comprehensive medical, dental, and vision package, including FSA program
- 401K with employer match
- Quarterly bonus program
- Flexible PTO
- Two company-wide wellness breaks every day
- Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
- Monthly wellness stipend
- Monthly internet stipend
- Monthly cell phone stipend
- Annual learning & development stipend
- Wellness program, including virtual wellness sessions and no-meeting Wednesdays
- Free meditation app membership (Headspace)
- Free Nutrafol subscription
- Pet insurance and benefit programs
Working Hours: 32 hours per week
ASSUMPTION: The compensation and benefits listed are for full-time, benefits-eligible Nutrafol employees. Contractors are not currently eligible for benefits, although there is a possibility for contract roles to convert to a full-time, salaried, and benefitted position in the future.
📌 Applicant Insights
🔍 Company Context
Industry: Retail, specifically focused on health and wellness, particularly hair wellness
Company Size: 201-500 employees
Founded: Not specified (Assumed: 2010s)
Company Description:
- Nutrafol is a growing company dedicated to helping people grow into the best version of themselves
- As pioneers of hair wellness, they create natural, science-backed formulas for hair growth and provide support for people at every step of their hair journey
- Nutrafol embraces individuality and differences, leading by example, and empowering themselves and others with their passion for wellness and innovation
Company Specialties:
- Health
- Wellness
- Natural
- Science
- Hair
Company Website: http://www.nutrafol.com
ASSUMPTION: Nutrafol is a well-established company in the health and wellness industry, with a strong focus on hair wellness and a commitment to innovation and customer support.
📊 Role Analysis
Career Level: Mid-level (Assumed: 2-5 years of experience)
Reporting Structure: Reports directly to the Digital Reputation Manager and collaborates closely with PR, Influencer Marketing, CX, and Creative teams
Work Arrangement: Fully remote, with a flexible schedule subject to business needs
Growth Opportunities:
- Potential conversion to a full-time, salaried, and benefitted position
- Opportunities to work with various teams and contribute to cross-functional success
- Possibility to grow within the Community team or explore other roles within the company
ASSUMPTION: This role offers opportunities for growth and development within a dynamic and collaborative team environment.
🌍 Location & Work Environment
Office Type: Fully remote
Office Location(s): Not applicable (remote work)
Geographic Context:
- Remote work allows for flexibility and the ability to work from anywhere in the United States
- Nutrafol's headquarters is located in New York, New York
Work Schedule: 32 hours per week, with a flexible schedule subject to business needs
ASSUMPTION: Remote work offers a high degree of flexibility and autonomy, with the expectation to manage time effectively and maintain open lines of communication with the team.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the Hiring Manager
- In-depth interview with the Digital Reputation Manager and other team members
- Final interview with the Director of Community
- Background check and onboarding
Key Assessment Areas:
- Writing and communication skills
- Understanding of digital spaces and community engagement
- Problem-solving abilities
- Adaptability and flexibility
- Cultural fit and alignment with Nutrafol's values
Application Tips:
- Tailor your resume and cover letter to highlight relevant experience and skills for this role
- Showcase your passion for wellness and customer support
- Demonstrate your understanding of digital spaces and community engagement
- Prepare examples of your writing and communication skills
- Research Nutrafol's company culture and values to ensure a strong cultural fit
ATS Keywords: Social Media, Customer Service, Community Engagement, Digital Communication, Writing, Customer Support, Wellness, Health, Retail, Startup, Adaptability, Flexibility
ASSUMPTION: The application process for this role is likely to be competitive, with a strong focus on writing and communication skills, as well as a passion for wellness and customer support.
🛠️ Tools & Technologies
- Hootsuite (social media management platform)
- ShipMonk (order fulfillment software)
- Magento (e-commerce platform)
- Extensiv (order management system)
- ZenDesk (customer service software)
- Google Analytics (web analytics service)
- Social listening tools (e.g., Brand24, Hootsuite Insights, Sprout Social)
ASSUMPTION: Familiarity with these tools is preferred, but not required, as training will be provided.
👔 Cultural Fit Considerations
Company Values:
- Growth
- Innovation
- Wellness
- Empowerment
- Individuality
Work Style:
- Collaborative and dynamic team environment
- Fast-paced and startup culture
- Focus on customer support and community engagement
- Strong emphasis on writing and communication skills
Self-Assessment Questions:
- How do you align with Nutrafol's value of growth, both personally and professionally?
- How do you approach community engagement and customer support in a digital space?
- How do you adapt your communication style to fit different channels and platforms?
- How do you handle feedback and criticism, both from customers and internal teams?
ASSUMPTION: Strong cultural fit is essential for success in this role, with a focus on growth, innovation, wellness, and empowerment.
⚠️ Potential Challenges
- Managing multiple social media platforms and customer inquiries simultaneously
- Balancing the need for timely responses with the requirement for thoughtful and well-crafted communication
- Dealing with difficult or upset customers and maintaining a positive and professional demeanor
- Adapting to a fast-paced and ever-changing work environment
- Working remotely and maintaining open lines of communication with the team
ASSUMPTION: These challenges can be overcome with strong communication skills, adaptability, and a positive attitude.
📈 Similar Roles Comparison
- This role differs from other social media or customer service positions in its focus on hair wellness and the unique challenges and opportunities presented by the health and wellness industry
- Nutrafol's commitment to innovation and customer support sets this role apart from more traditional retail or customer service positions
- Career paths in this role may include opportunities to grow within the Community team or explore other roles within the company, such as PR, Influencer Marketing, or CX
ASSUMPTION: This role offers a unique opportunity to work in the growing and dynamic health and wellness industry, with a focus on hair wellness and customer support.
📝 Sample Projects
- Developing and executing a social media campaign to promote a new product launch
- Creating and implementing a customer feedback system to improve brand reputation and customer satisfaction
- Collaborating with the PR team to create a press release announcing a significant milestone or achievement
- Working with the Influencer Marketing team to identify and engage with influencers in the wellness space
ASSUMPTION: These projects demonstrate the cross-functional nature of this role and the opportunity to contribute to Nutrafol's success in various areas.
❓ Key Questions to Ask During Interview
- What are the most significant challenges facing the Community team currently, and how can this role help address them?
- How does Nutrafol support the professional growth and development of its employees?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does Nutrafol measure the success of its social media and customer support efforts?
- What are the most rewarding aspects of working in the Community team, according to current team members?
ASSUMPTION: Asking thoughtful and insightful questions demonstrates your interest in the role and commitment to understanding Nutrafol's unique work environment.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the link provided
- Tailor your resume and cover letter to highlight relevant experience and skills for this role
- Prepare examples of your writing and communication skills
- Research Nutrafol's company culture and values to ensure a strong cultural fit
- Follow up with the Hiring Manager one week after your final interview to express your continued interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
