Customer Support & Social Engagement Specialist

143 Studios LLC · Hybrid in Boston, MA

Posted 7/10/2026 · last confirmed live 8/26/2026

Who are we?  143 Studios is an award-winning media production company headquartered in Boston, MA focused on creating, producing, and publishing first-of-its-kind audio and visual content that inspires and empowers millions of people globally. We are the team behind the Golden Globe-nominated show The Mel Robbins Podcast, which is #1 most-followed show on Apple Podcasts. We’re also the same team behind The Let Them Theory, a cultural phenomenon with almost 10 million copies sold, six #1 Audible Originals, and professional development education for many of the largest companies in the world. Every day, our work reaches more than 40 million online followers around the world. About the Role 143 Studios is hiring a Customer Support + Social Engagement Specialist to help strengthen how we listen, respond, route and learn from our audience across inbox, social and podcast channels.  This role will be a shared resource across customer support and social engagement, with responsibilities split 50/50 between customer support inbox coverage and daily social engagement. The goal is to create a more consistent audience experience across customer support, podcast, social and community channels - while helping the team identify recurring themes, surface meaningful stories and close the feedback loop between our audience and the broader organization.  This role will also support the implementation and ongoing use of a new inbox support tool, workflow and tagging system. You will help create the structure around how inbound messages are categorized, routed, tracked, reported and turned into useful insights for the Community team, leadership, and cross-functional teams.  This is a Sunday through Thursday role. Consistent coverage is an important part of this position, especially during high-volume audience moments such as podcast spikes, launches, press moments, tours, book campaigns, viral content and major announcements.   What You’ll Be Doing Customer Support + Inbox Management  You will help manage and respond to inbound audience messages across key inboxes with warmth, accuracy, and strong judgement.  Responsibilities include:  Monitor and manage the customer support inboxes daily Respond to customer, subscriber, listener, and fan inquiries with clarity, care and accuracy  Troubleshoot basic issues and provide relevant resources, including podcast episodes, articles, product links, or approved support materials  Categorize, prioritize and manage a high volume of messages efficiently without sacrificing quality or empathy  Maintain organized and accurate records in the ticketing system  Use tracking systems to ensure timely follow-up and resolution  Forward or escalate inquiries to the appropriate internal teams, agencies or team leads Respond using approved messaging while maintaining the Mel Robbins brand voice  Assist in updating templates, macros, FAQs and support processes  Ensure all communication reflects the brand tone: motivational, compassionate, clear and direct  Social Engagement Support  You will help support daily audience engagement across priority social platforms and podcast-related channels.   Responsibilities include:  Support daily engagement across priority social platforms and Spotify  Respond to audience questions and comments using approved messaging and brand tone  Review and approve episode comments on Spotify in alignment with podcast team requirements and screening criteria Guide audience members toward relevant content, resources, podcast episodes, digital products, the newsletter, or community touchpoints  Surface powerful comments, testimonials, audience stories, and moments of impact  Flag comments or threads that indicate confusion, frustration, misinformation or a need for high-touch support  Support comment sweeps and engagement coverage during launches, podcast spikes, campaigns, viral moments, and other high-volume periods  Help ensure the audience experience feels consistent across hello@ and podcast@ inboxes and social channels  Theme Tracking, Escalation & Audience Insights  A major part of this role is helping the team understand what we are hearing across our owned channels.  Responsibilities include:  Identify recurring themes across email, podcast comments and social engagement Track common audience questions, feedback, podcast reactions, trends, pain points and sentiment trends  Synthesize audience questions, feedback and patterns  Flag issues that may indicate customer confusion, broken user journeys, unclear messaging, technical problems, or emerging opportunities  Escalate sensitive, urgent, complex or reputational issues through the appropriate channels  Share relevant audience insights for inclusion in larger community reporting  Help improve the team’s understanding of what the audience is asking, feeling, needing, loving and struggling with  Community Storytelling You will help identify the real human stories that show the impact of the work we do.  Responsibilities include:  Surface standout audience stories, testimonials, comments and moments of impact  Identify comments or messages that may be useful for social proof, campaign feedback, internal reporting, audience understanding or future content opportunities  Help the Community team capture and share meaningful audience moments with the right internal partners   Support the connection between daily engagement and larger community strategy  Tool, Workflow + Reporting Support You will help support the systems that allow the team to manage inbound messages clearly and learn from them more effectively.  Responsibilities include:  Learn and use the team’s inbox support tool, social engagement platform and related workflows (e.g. Hubspot, Sprinklr)  Apply tags, labels and categories consistently so audience messages can be tracked and reviewed accurately  Follow established workflows for routing, follow-up and escalation  Help keep templates, macros, FAQs and support resources organized and up to date  Support basic reporting by identifying recurring questions, themes, patterns, and audience feedback  Share observations from inboxes, podcast comments, and social engagement  Support the feedback loop between audience messages, customer experience, content, podcast, and social Sunday-Thursday & High-Volume Coverage  This role requires consistent Sunday through Thursday coverage.  Responsibilities include:  Maintain reliable Sunday through Thursday coverage as part of the regular role expectations  Monitor and respond to priority inbound messages across inbox, podcast, and social during scheduled shifts  Support increased coverage during high-volume moments, including new release, launches, book campaigns, podcast spikes, press moments, tours, viral content and major announcements  Coordinate coverage changes, switches, or time-off needs in advance with the community team to ensure coverage remains consistent Who You Are You Are Wired for This Work  You genuinely enjoy reading, processing and responding to a high volume of audience messages  You do not see engagement as a side task - you understand it as community-building, brand trust, customer care, and audience listening   You’re steady under pressure, emotionally intelligent, and thoughtful  You can stay grounded when messages are repetitive, sensitive, emotional or unclear  You understand that consistency matters, especially when the work involves thousands small interactions that shape how people experience the brand   You are operationally disciplined and can follow workflows, apply tags accurate, keep systems organized and help improve processes over time   You are organized, detail-oriented, and willing to follow workflows carefully while helping the team improve processes over time  Your Strengths Include Clear, warm writing that adapts to brand tone Strong judgement around knowing what’s safe to answer, and what needs escalation  Excellent attention to detail, especially in labeling, tagging, routing and workflow accuracy  A calm, measured approach to emotionally charged messages  Comfort with repetitive daily workflows and the discipline to do them well  Ability to identify patterns, themes and emerging audience needs  Strong follow-through and ownership  Curiosity, coachability and willingness to learn new tools and systems  Experience Needed  1-2 years in experience community management, social engagement, social care, audience engagement, customer experience, customer support or related role preferred  Experience responding to customers, audiences, followers, subscribers, or community members in a professional setting Hands-on familiarity with social platforms such as Instagram, TikTok, YouTube, Facebook, LinkedIn, and Threads Clear, warm writing skills that can adapt to brand tone  Strong judgment around sensitive topics, reputational issues and escalation needs  Excellent organizational skills and attention to detail Comfort learning new tools, following workflows, applying tags, and keeping systems organized Ability to notice patterns, recurring questions, audience themes, and emerging issues Comfort with repetitive daily tasks and the discipline to do them consistently and well Experience with Sprinklr, Zendesk, Kustomer, Sprout, Brandwatch, HubSpot, Help Scout, or another social CRM, customer support, or social listening platform is a plus, but not required  Bachelor’s degree required  Must be Boston-based  To Apply Please submit your resume and brief responses to the questions below.  In your application, please answer:  Why are you interested in community engagement? What draws you to work that involves listening to, supporting, and responding to an audience every day?  Tell us about a time you helped someone feel heard, supported, or understood. This could be from your work, school, volunteering, customer service, social media, or your personal life. What did you do?  Imagine someone comments: “I’m having a really hard day and this message was exactly what I needed.” How would you respond in a warm, thoughtful way?  Please keep your responses brief. We are looking for thoughtfulness, care and clear communication. Please answer in your own words and do not use AI-generated responses.  Benefits & Perks Mission-Driven Work That Matters Your work will inspire millions. Every piece of content is crafted to create impact, spark change, and uplift people around the world. Fun and Energizing Hybrid Culture Whether remote or in-person, our collaborative, creative, and low-ego culture is designed to bring out your best work. Growth-Oriented Environment We’re a team of self-starters committed to leveling up — with regular feedback, bold goals, and space to learn by doing. Exciting Team Activities From virtual brainstorms to surprise challenges and offsite meetups, we make time to connect, play, and celebrate wins together. 401(k) Available Plan for your future with access to a 401(k) retirement savings plan to support your long-term financial well-being. Health & Welfare Benefits Take care of yourself with comprehensive health, dental, and vision insurance — because your well-being matters.  

This role is published by 143 Studios LLC on greenhouse. SwiftFit is not the employer and does not accept applications.