Digital Reputation Associate (Part-Time, Contract)

Come grow with us. We’re a growing company. Everything we do, we do to help people grow into the best version of themselves.

As the pioneers of hair wellness, we create natural, clinically effective solutions for hair growth and provide support for people at every step of their hair journey. Our multi-factorial approach targets the root causes of hair thinning using a patented blend of medical-grade botanicals — and is recommended by over 3,000 physicians and hair professionals for trusted, reliable results.

We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of hair science. As we help our customers grow, we grow too — by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for wellness and innovation.

Keep growing. It’s our mantra. Our commitment to helping anybody and everybody committed to realizing their own potential to grow.

About You

Nutrafol is seeking a highly-motivated and versatile part-time Digital Reputation Associate to support our ever-growing digital audience. The ideal candidate has a strong passion and understanding of digital spaces and how communities operate on them, including social media platforms, as well as a strong writing background. This role will report to our Director of Social Media; with day-to-day direction from our full-time Digital Reputation Associate as part of the Community team. The role will collaborate closely with PR, Influencer Marketing, Customer Experience and Creative team members to achieve cross-functional success. 

This role requires a passion for customer experience, a can-do attitude and mindset that no job is too small! Interest in the wellness space and experience working with direct-to-consumer lifestyle brands is a plus. The associate will work approximately 30 hours per week on a Saturday-Tuesday schedule in order to maximize coverage supporting the business throughout the week.

Responsibilities

  • Work closely with our lead Digital Reputation Associate to develop and execute a multi-platform strategy for responses and proactive communications as we look to scale and intensify the meaning of consumer support in our digital spaces, to include:
    • Take learnings from consumer feedback and help to incorporate them into our content plan 
    • 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
  • Identify, monitor, and respond in a timely manner to reviews and comments on Instagram, TikTok Google, Facebook, Reddit, various product review forums and more
  • Manage social listening tools to monitor positive/negative comments and topic trends, and strive to boost engagement and resolve any potential conflicts affecting community and brand reputation
  • Collaborate with various teams to develop appropriate responses to external comments, reviews and ratings
  • Develop response best practices and guidelines for customer care teams
  • Lead efforts to drive reviews and ratings on preferred channels
  • Keep up-to-date to the latest trends and emerging tools in the industry
  • Work with our lead Digital Reputation Associate to create monthly sentiment reports
  • Communicate effectively with the paid social team on a weekly basis to report on trends and flags
  • Become an expert on our community members and use that knowledge to assist the Communications team in our testimonial program
  • Reflect the voice and public perception of Nutrafol across all social platforms through timely, thoughtful, and grammatically correct responses, mirroring the tone of Nutrafol’s posts and ensuring our customer’s experience reflects company values
  • Support customers on multiple levels, including damage control, celebrating successes, and providing reassurance to concerned customers
  • Handle escalations in real time without hesitation, including referring medical inquiries to our medical experts, operational issues to our CX team, and directing other specialized support accordingly.

Requirements:

  • 1-3 years of relevant customer service and/or social media experience
  • Strong copywriting and the ability to communicate effectively for each owned channel and adopt the voice we’ve curated for digital communications
  • Deep understanding of community and the impact of communication in digital spaces
  • Familiarity with CX and response tools (Agorapulse, Magento and ZenDesk or similar)
  • Problem solver with a positive, can-do attitude
  • Strong attention to detail

Compensation: The hourly rate for this role is $25-$35 USD per hour. Please note that the benefits listed below are available to 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 & benefitted position in the future. Final compensation decisions are based on a variety of factors including experience, skills, education or certifications, and other business needs.

Perks & Benefits

  • Fully remote work experience, including a one-time allowance for home office setup
  • Comprehensive medical, dental, and vision package, including FSA program
  • 401K with 50% match
  • Flexible PTO
  • Two company-wide wellness breaks every day
  • Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
  • Monthly wellness stipend
  • Monthly work from home stipend
  • Monthly cell phone stipend
  • Annual learning & development stipend
  • Wellness Program, including virtual Wellness Sessions & No-Meeting Wednesdays
  • Free meditation app membership (Headspace)
  • Free Nutrafol subscription
  • Pet insurance and benefit programs

APPLY HERE