At the intersection of our physical locations and our digital community lies a critical space: the public conversation. Our customers are passionate, vocal, and expect excellence at every turn. To ensure we meet those expectations even when things don't go as planned, we are looking for a Sr. Social Media Escalation Specialist. This role exists to bridge the gap between a digital "shout" and a tangible solution, ensuring our brand’s integrity remains intact across every social platform.
As a Social Media Escalation Specialist, you are the voice of calm and the architect of resolution in the digital space. You don’t just "reply" to comments; you own the recovery process from start to finish. You have the strategic foresight to coordinate with cross-functional teams—from legal to local site leads—to ensure every response is accurate and empathetic. Your primary goal is to execute a high-touch recovery strategy that turns a substandard experience into a benchmark of customer care. By identifying recurring pain points, you will work to mitigate future brand risks, ensuring that our online community feels heard, valued, and supported.
Actively monitor social media channels to identify and prioritize inbound escalations that require elevated, personalized attention.
Conduct high-touch outreach to customers, transforming negative brand moments into exceptional recovery experiences through empathetic, written communication.
Partner cross-functionally with internal teams to investigate the root causes of customer issues and drive them to a final resolution.
Maintain a consistent, premium brand voice while navigating complex or sensitive customer interactions.
Track escalation data to identify systemic issues and surface actionable insights that inform broader Customer Experience (CX) improvements.
Design and update response playbooks for common escalation types to ensure the team can react with speed, consistency, and precision.
Own configuration, maintenance, and vendor relationships for social listening and engagement tools, including dashboard design, tagging strategies, workflow automation, stakeholder training, and event‑specific reporting
3–5 years of experience specifically managing brand escalations, PR-sensitive issues, or executive-level customer grievances in a digital environment.
Bachelor’s degree in Communications, Public Relations, Marketing, or a related field is preferred.
Advanced proficiency with social listening and engagement suites (e.g., Sprinklr, Sprout Social, or Khoros) and the ability to navigate the nuances of platform-specific cultures (X/Twitter, Reddit, LinkedIn, Instagram).
Demonstrated excellence in written communication, with a specific focus on conflict resolution and reputation management.
Ability to synthesize qualitative social data into quantitative insights, identifying why an escalation happened rather than just that it happened.
Ability to support a flexible schedule, including "on-call" hours for weekends or evenings to mitigate viral risks during off-peak times.
