Consumer Care & Social Listening Specialist

sgs-job-5840

Customer Support
Remote
Consumer Care
Customer Service
Community Management
Social Media Moderation
Social Listening
Sprout Social
Bazaarvoice
Social Media Management Systems (SMMS)
Brand Monitoring
Ratings & Reviews Management
Consumer Healthcare
Pharmacovigilance
FDA Regulations
OTC Products
Consumer Insights
Reporting & Analytics
Cross-Functional Collaboration

Contract - 01 Year Contract(Possibilities of Extension)

The Consumer Care & Social Listening Specialist is a full-time contractor responsible for managing consumer inquiries, social media moderation, social listening, ratings and reviews, reporting, and customer service operations for the Gold Bond brand. The role serves as the primary point of contact for consumer engagement across phone, email, online, and social media channels, ensuring timely, compliant, empathetic, and high-quality responses while maintaining brand reputation and consumer satisfaction. The position collaborates with pharmacovigilance, medical, legal, regulatory, marketing, and agency teams and supports consumer care readiness for new product launches.

Job Responsibilities:

  • Manage and respond to non-medical consumer inquiries across phone, email, online, and social media channels within established SLA timeframes.
  • Address sign-up challenges, account issues, coupon concerns, website discrepancies, navigation issues, and Money Back Guarantee inquiries.
  • Manage Target.com Q&A inquiries for Gold Bond products.
  • Route medical questions and appropriate issues to the pharmacovigilance or medical teams.
  • Maintain accurate records of all consumer interactions.
  • Monitor Gold Bond social media platforms, including Facebook, Instagram, Twitter, and TikTok, for comments, questions, feedback, and brand mentions.
  • Respond to social media inquiries within 24 business hours using approved response matrices.
  • Identify and escalate adverse events and product technical complaints through the appropriate AE portal.
  • Ensure social media responses comply with company SOPs, pharmacovigilance requirements, legal and regulatory requirements, and platform best practices.
  • Collaborate with agency partners using Sprout Social for content moderation and access management.
  • Conduct ongoing social listening and brand monitoring across Gold Bond social media platforms and GoldBond.com.
  • Monitor consumer sentiment, emerging trends, competitor activity, industry conversations, product feedback, pain points, and unmet consumer needs.
  • Prepare weekly or monthly social listening reports highlighting key themes, sentiment trends, and consumer insights.
  • Share social listening findings with brand, marketing, and product teams to inform strategy, campaigns, and product development.
  • Alert the brand team to trending topics, viral moments, and potential PR issues requiring immediate attention.
  • Use social listening data to inform response matrices and anticipate consumer care needs.
  • Monitor and respond to low-star ratings under 3 stars on GoldBond.com within 24 business hours using approved response templates.
  • Conduct monthly reconciliation with the Pharmacovigilance team on review feedback.
  • Manage Bazaarvoice for ratings and reviews collection, monitoring, and syndication across Gold Bond product listings.
  • Monitor and respond to consumer ratings and reviews on GoldBond.com, retailer sites, and third-party platforms.
  • Track ratings and reviews trends, sentiment, and volume to identify product quality issues and consumer satisfaction opportunities.
  • Support new product launches by setting up ratings and reviews collection for newly launched SKUs, coordinating sampling/review generation programs, and preparing FAQs, response matrices, and escalation paths.
  • Coordinate with brand and marketing teams to ensure consumer care and ratings/reviews infrastructure is prepared for new product launches.
  • Flag and escalate product quality or safety concerns identified through ratings and reviews to pharmacovigilance and brand teams.
  • Prepare and deliver monthly pulse reports covering consumer interactions, sentiment, and key metrics.
  • Track and report consumer inquiry trends, common issues, and resolution rates.
  • Respond to ad hoc reporting requests from the brand team, legal, and other stakeholders.
  • Conduct deep-dive analysis of consumer feedback to identify insights and improvement opportunities.
  • Share consumer learnings with the brand team to support product development and marketing strategies.
  • Follow established multi-channel operating model documentation and SOPs.
  • Maintain current knowledge of response matrices and brand guidelines.
  • Ensure all consumer interactions comply with pharmacovigilance, legal, and regulatory requirements.
  • Participate in required training and maintain annual credentials.
  • Serve as the primary consumer care contact for the Gold Bond brand team.
  • Coordinate with pharmacovigilance, medical, legal, regulatory, marketing, and external agency teams.
  • Escalate issues and adverse events promptly to the appropriate internal teams.
  • Align with the brand team on campaigns and initiatives that may impact consumer inquiry volume or content.
  • Support agency partners with platform access management and coordination.
  • Work approximately 40 hours per week, Monday through Friday, with flexible scheduling and core availability during standard business hours.
  • Maintain availability for occasional urgent issues outside standard business hours.
  • Work remotely with a reliable internet connection and be located within the United States.

Skills:

  • Excellent written and verbal communication skills with the ability to create empathetic, on-brand responses.
  • Strong social media expertise, including platform etiquette, best practices, engagement, and metrics.
  • Ability to extract actionable insights from social listening data and translate findings into strategic recommendations.
  • Strong attention to detail when identifying adverse events, product complaints, and compliance-sensitive content.
  • Excellent organization and time management skills with the ability to prioritize multiple tasks and channels.
  • Strong analytical and problem-solving skills.
  • Comfortable learning and navigating multiple digital platforms and tools.
  • Strong compliance mindset and familiarity with pharmacovigilance requirements and regulatory compliance.
  • Ability to collaborate effectively with cross-functional teams and external agency partners.
  • Adaptability and flexibility in responding to shifting priorities and evolving brand needs.
  • Experience with enterprise customer service platforms such as Verint, Genesys, or Medallia.
  • Hands-on experience with Sprout Social, Sprinklr, Khoros, Hootsuite, Bazaarvoice, or similar platforms.
  • Experience with social listening and brand monitoring platforms such as Brandwatch, Talkwalker, Sprout Social Listening, or Sprinklr.
  • Proven experience managing consumer inquiries across multiple channels

Education/Experience:

  • BA/BS degree preferred in Communications, Marketing, Business Administration, or a related field.
  • Equivalent combination of education and experience will be considered.
  • 3–5 years of experience in consumer care, customer service, or community management.
  • Experience with enterprise customer service platforms.
  • Hands-on experience with Social Media Management Systems and ratings & reviews platforms.
  • Experience with social listening tools and brand monitoring platforms.
  • Consumer healthcare, pharmaceutical, biotech, or other regulated-industry experience preferred.
  • Experience with pharmacovigilance and FDA regulations preferred.
  • Experience with consumer-packaged goods (CPG) or over-the-counter (OTC) products preferred.
  • Direct experience with Sprout Social and/or Bazaarvoice preferred.
  • Fluency in Spanish preferred.
  • Must be located in the United States and able to work standard business hours.

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