layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Customer Support & Social Engagement Specialist at 143 Studios | LAYIQ

Maintain reliable Sunday through Thursday coverage as part of the regular role expectations
Monitor and respond to priority inbound messages across inbox, podcast, and social during scheduled shifts
Support increased coverage during high-volume moments, including new release, launches, book campaigns, podcast spikes, press moments, tours, viral content and major announcements
Coordinate coverage changes, switches, or time-off needs in advance with the community team to ensure coverage remains consistent
Who You Are
You Are Wired for This Work
You genuinely enjoy reading, processing and responding to a high volume of audience messages
You do not see engagement as a side task - you understand it as community-building, brand trust, customer care, and audience listening
You’re steady under pressure, emotionally intelligent, and thoughtful
You can stay grounded when messages are repetitive, sensitive, emotional or unclear
You understand that consistency matters, especially when the work involves thousands small interactions that shape how people experience the brand
You are operationally disciplined and can follow workflows, apply tags accurate, keep systems organized and help improve processes over time
You are organized, detail-oriented, and willing to follow workflows carefully while helping the team improve processes over time
Your Strengths Include
Clear, warm writing that adapts to brand tone
Strong judgement around knowing what’s safe to answer, and what needs escalation
Excellent attention to detail, especially in labeling, tagging, routing and workflow accuracy
A calm, measured approach to emotionally charged messages
Comfort with repetitive daily workflows and the discipline to do them well
Ability to identify patterns, themes and emerging audience needs
Strong follow-through and ownership
Curiosity, coachability and willingness to learn new tools and systems
Experience Needed
1-2 years in experience community management, social engagement, social care, audience engagement, customer experience, customer support or related role preferred
Experience responding to customers, audiences, followers, subscribers, or community members in a professional setting
Hands-on familiarity with social platforms such as Instagram, TikTok, YouTube, Facebook, LinkedIn, and Threads
Clear, warm writing skills that can adapt to brand tone
Strong judgment around sensitive topics, reputational issues and escalation needs
Excellent organizational skills and attention to detail
Comfort learning new tools, following workflows, applying tags, and keeping systems organized
Ability to notice patterns, recurring questions, audience themes, and emerging issues
Comfort with repetitive daily tasks and the discipline to do them consistently and well
Experience with Sprinklr, Zendesk, Kustomer, Sprout, Brandwatch, HubSpot, Help Scout, or another social CRM, customer support, or social listening platform is a plus, but not required
Bachelor’s degree required
Must be Boston-based
To Apply
Please submit your resume and brief responses to the questions below.
In your application, please answer: Why are you interested in community engagement? What draws you to work that involves listening to, supporting, and responding to an audience every day?
Tell us about a time you helped someone feel heard, supported, or understood. This could be from your work, school, volunteering, customer service, social media, or your personal life. What did you do?
Imagine someone comments: “I’m having a really hard day and this message was exactly what I needed.” How would you respond in a warm, thoughtful way?
Please keep your responses brief. We are looking for thoughtfulness, care and clear communication. Please answer in your own words and do not use AI-generated responses.

Customer Support & Social Engagement Specialist

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