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about 1 month ago
Requirements and responsibilities
About the JobMars Men is a fast growing men’s health supplement brand with a strong focus on customer experience as a driver of retention and brand loyalty. We’re looking for a Social CX & Retention Specialist to own conversations across our social channels and turn customer interactions into trust, retention, and long term brand advocacy.This role sits at the intersection of customer experience, retention, and brand voice. You’ll be responsible for handling inbound conversations across social, reviews, and support channels, with a heavy focus on cancellation prevention, objection handling, and public engagement.You will operate inside Gorgias as the system of record, managing tickets across email and social integrations (via Sprout), while working within defined SLAs. You’ll handle high-volume ticket queues, but your priority is not just resolution—it’s controlling the conversation and driving retention outcomes.You’ll work directly under the Head of CX and alongside a team of generalists. This role requires strong judgment, speed, and the ability to adapt tone based on the situation—especially in public-facing channels.What You’ll Do:Manage and respond to inbound tickets in Gorgias across email and social channelsHandle cancellation requests (primary driver ~60% of volume) with a retention-first approachRespond to subscription questions (~20% of volume) by educating and setting expectationsEngage in public social conversations (Facebook, Instagram, YouTube, Reddit) to address complaints, misinformation, and brand sentimentRespond to reviews (Trustpilot, Junip) within SLA while reinforcing brand voice and trustUse and customize macros for efficiency while ensuring every response is humanized and contextualApply accurate ticket tagging and categorization to support VOC reportingIdentify patterns in customer feedback and escalate trends (product, messaging, experience gaps)Maintain SLA adherence: Email: <6 hr first response / <48 hr resolutionSocial/Reviews: <24–48 hr responseEscalate high-risk issues (legal, health, fraud, brand risk) appropriately and quicklyMust-Have Requirements:2–5 years of experience in Customer Experience, Support, or Social EngagementDirect experience handling:Subscription cancellationsCustomer objectionsPublic-facing complaintsExperience with:Gorgias (required)Shopify or similar eCommerce platformsSocial media platforms (FB, IG, YouTube, Reddit)Strong writing ability:Clear, concise, conversationalAble to balance confidence + empathyComfortable managing high-volume queues without losing qualityAbility to work independently and make real-time decisionsStrong judgment on:When to push for retentionWhen to resolveWhen to escalateLife at Mars MenCompetitive Compensation – We offer a strong salary and benefits package, tailored to attract top talentRemote Work Environment – Our team is fully remoteAutonomy & Ownership – You’ll have the freedom to run your own systems and make real impactTime Off – 15 PTO days per year (prorated), 9 company holidays, plus your birthday offParental Leave – Generous maternity and paternity leave policies for growing familiesHealth Benefits – 100% premium coverage for health, dental, and vision plans, with 25% coverage for dependents401(k) – Company-sponsored plan with a 2% match through Guideline (elective participation)Growth & Development – We invest in your professional development with ongoing learning opportunities$200 Annual Superpower MembershipAI DisclaimerWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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