CX Community Engagement Specialist

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Comfrt

WebsiteLinkedInAll Job Openings

51 - 200 employees

🍽️ Food & Beverage

🏥 Healthcare

✈️ Travel

Food & Beverage • Healthcare • Travel

Comfrt is a direct-to-consumer apparel brand and Shopify-based e-commerce retailer focused on comfort-first clothing. The company sells hoodies (including slightly weighted hoodies marketed for anxiety relief), loungewear, blankets, travel gear, kids and pet items, and accessories, and operates an ambassador program and mobile app. Its messaging emphasizes cozy, functional, lifestyle apparel and DTC online sales.

📋 Description

• Monitor and analyze emerging trends, cultural moments, and audience conversations across social media platforms • Synthesize social listening signals into actionable insights and identify opportunities for reactive content • Flag potential PR risks or crises to leadership immediately • Benchmark audience positioning of the brand versus competitors and surface competitive intelligence • Monitor platform algorithm changes, format trends, and audience behavior shifts • Govern adherence to SOPs, moderation policies, and client brand guidelines across community channels • Identify sentiment spikes or volume surges and raise timely alerts • Analyze and share interaction and engagement data to inform response strategies • Own and steward brand voice quality across comments, direct messages, and reactive posts • Develop and maintain tone-of-voice guides, response frameworks, and messaging hierarchies • Review and approve templated responses and reactive copy • Identify tone drift or off-brand responses • Provide day-to-day support to the CX Social team • Provide customer insights to the broader Comfrt team • Identify opportunities to drive revenue through CX responses and engagement, contributing to retention and loyalty • Collaborate with Growth, Loyalty, and Customer Experience teams to develop proactive engagement strategies

🎯 Requirements

• Strong background in customer experience or marketplace support • Expertise in content creation, audience engagement strategies, and social media analytics • Bachelor's degree in marketing, communications, or a related field • Familiarity with Reddit, Sprout Social, and Facebook Insights • Exceptional written communication and brand voice alignment • Excellent attention to detail and process accuracy • Ability to evaluate quality and articulate improvements effectively • 2+ years of hands-on experience managing social media communities • Experience with social listening, community management, or analytics tools • Experience monitoring, identifying, and escalating community sentiment spikes, PR risks, or crisis situations in real time • Experience developing, owning, or maintaining brand voice guidelines and tone-of-voice documentation • Legally authorized to work in the United States

🏖️ Benefits

• Generous paid time off • Company-covered health insurance • 5% 401k match • Discounts on all Comfrt products • Supportive, creative environment • Fully remote work environment • Growth opportunities • Collaborative support