Full-Time Digital CX Brand Specialist

Who We're Looking For - Digital CX Brand SpecialistClearlink partners with the world’s leading brands to create unique consumer engagements that attract, acquire, and develop brand advocates while driving revenue and retention.

The Digital CX Brand Specialist serves as a key player on the social media "brand love" dream team, embracing the brand, voice, and tone on behalf of our client partners to create the ultimate customer experience (CX).

The Impact You Will Make

Core Focus: Drive positive and unique customer experiences through crafting social engagements on behalf of the brand partner, with the intent of raising brand awareness, fostering brand adoption, increasing customer satisfaction, and deepening brand loyalty.

Provide memorable, unique responses at scale to cultivate impactful brand relationships with customers via social media channels.

Identify and source social opportunities to surprise and delight users by sending them swag/promotional items/products. Own the process from start to finish.

Role and Responsibilities: Reply to brand engagement-related social media consumer posts on behalf of client partner, adhering to client-specific social media guidelines, engagement protocol, voice/tone, and escalation procedures.

Maintain a high standard of brand responses and productivity.

Proactively research and potentially engage in timely and brand-appropriate user-generated content (UGC) to recommend for repost.

Support proactive social listening to identify opportunities for personalized engagement replies and content.

Pinpoint emerging customer trends to elevate as wider call-to-action opportunities.

Locate and support "newsjacking" opportunities (trending hashtags, social, and/or cultural moments).

Track consumer response and competitive insights.

Proactively recommend new content or effective brand engagement solutions.

Ensure escalations are processed correctly and in a timely manner.

Provide accurate feedback to optimize internal processes and tools.

What You Bring

Fluent in reading, writing, and speaking English.

Excellent written and verbal communication skills, comprehension skills and attention to detail.

Experience leading social communities, online user support, community management, or marketing communications (1-3 years preferred).

High-level understanding of digital channels (social media networks, messaging apps, web-based chat, forums, review sites, self-service content, email).

Understand social media use on behalf of a company vs. personal use.

Experience with social media management tools (Sprinklr, Khoros, etc.) preferred.

Customer service experience or related industry experience preferred.

Experience with Google Suite and MS Office programs (1-2 years preferred).

Ability to quickly learn about client products and services.

Strong organizational and time management skills.

Ownership mindset, resilience, and resolve.

(40 WPM typing speed desirable)

High school diploma required.

Possible work hours: 9am-5pm MT, Monday-Friday, with occasional weeknights/weekends for special events.

What is the last date for applying to the job?

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