Customer Support & Social Engagement Specialist

About this role

<div class="content-intro"><p><strong>Who are we? </strong></p> <p>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.</p></div><p></p> <h3><strong>About the Role</strong></h3> <p>143 Studios is hiring a<strong> Customer Support + Social Engagement Specialist</strong> to help strengthen how we listen, respond, route and learn from our audience across inbox, social and podcast channels. </p> <p>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. </p> <p>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. </p> <p>This is a <strong>Sunday through Thursday</strong> 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.  </p> <h3><strong>What You’ll Be Doing</strong></h3> <h4><strong>Customer Support + Inbox Management </strong></h4> <p>You will help manage and respond to inbound audience messages across key inboxes with warmth, accuracy, and strong judgement. </p> <p>Responsibilities include: </p> <ul> <li>Monitor and manage the customer support inboxes daily</li> <li>Respond to customer, subscriber, listener, and fan inquiries with clarity, care and accuracy </li> <li>Troubleshoot basic issues and provide relevant resources, including podcast episodes, articles, product links, or approved support materials </li> <li>Categorize, prioritize and manage a high volume of messages efficiently without sacrificing quality or empathy </li> <li>Maintain organized and accurate records in the ticketing system </li> <li>Use tracking systems to ensure timely follow-up and resolution </li> <li>Forward or escalate inquiries to the appropriate internal teams, agencies or team leads</li> <li>Respond using approved messaging while maintaining the Mel Robbins brand voice </li> <li>Assist in updating templates, macros, FAQs and support processes </li> <li>Ensure all communication reflects the brand tone: motivational, compassionate, clear and direct </li> </ul> <h4><strong>Social Engagement Support </strong></h4> <p>You will help support daily audience engagement across priority social platforms and podcast-related channels.  </p> <p>Responsibilities include: </p> <ul> <li>Support daily engagement across priority social platforms and Spotify </li> <li>Respond to audience questions and comments using approved messaging and brand tone </li> <li>Review and approve episode comments on Spotify in alignment with podcast team requirements and screening criteria</li> <li>Guide audience members toward relevant content, resources, podcast episodes, digital products, the newsletter, or community touchpoints </li> <li>Surface powerful comments, testimonials, audience stories, and moments of impact </li> <li>Flag comments or threads that indicate confusion, frustration, misinformation or a need for high-touch support </li> <li>Support comment sweeps and engagement coverage during launches, podcast spikes, campaigns, viral moments, and other high-volume periods </li> <li>Help ensure the audience experience feels consistent across hello@ and podcast@ inboxes and social channels </li> </ul> <h4><strong>Theme Tracking, Escalation & Audience Insights </strong></h4> <p>A major part of this role is helping the team understand what we are hearing across our owned channels. </p> <p>Responsibilities include: </p> <ul> <li>Identify recurring themes across email, podcast comments and social engagement</li> <li>Track common audience questions, feedback, podcast reactions, trends, pain points and sentiment trends </li> <li>Synthesize audience questions, feedback and patterns </li> <li>Flag issues that may indicate customer confusion, broken user journeys, unclear messaging, technical…