Customer Support & Social Engagement Specialist

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 routi