[Hiring] CX Community Engagement Specialist @Comfrt

Role Description

The CX Community Engagement Specialist is responsible for interacting with audiences across social media platforms to build brand awareness, foster community engagement, and drive customer relationships. They monitor comments, respond to messages, and create strategies to increase follower interaction. This role often involves analyzing engagement metrics, collaborating with content creators, and ensuring brand voice consistency. Specialists may also handle customer service inquiries and escalate issues when necessary. Ultimately, their goal is to enhance online presence and maintain an active, positive brand image.

This role will collaborate closely with Growth, Loyalty and Customer Experience teams to ensure consistent messaging and to develop proactive engagement strategies across Comfrt’s social media platforms (TikTok, Reddit, etc). This role is essential for building brand presence, fostering loyal online communities, and driving measurable engagement outcomes.

Key Responsibilities

• Trend Intelligence & Social Listening
  • Monitor and analyse emerging trends, cultural moments, and audience conversations across various platforms.
  • Synthesize social listening signals into actionable insights, identifying opportunities for reactive content and flagging potential PR risks or crises to leadership immediately.
  • Benchmark how audiences position the client brand versus competitors, surfacing competitive intelligence that shapes engagement strategy.
  • Maintain a real-time pulse on platform algorithm changes, format trends, and audience behavior shifts that could affect community performance.
• Operations & Governance
  • Govern adherence to SOPs, moderation policies, and client brand guidelines across all community channels.
  • Identify sentiment spikes or volume surges, and raise timely alerts to leadership and relevant stakeholders.
  • Analyze and share interaction/engagement data to inform best-in-class response strategies and ensure learnings are consistently applied across the team.
• Brand Tone & Voice Governance
  • Own and steward quality assurance in the brand voice across all community touchpoints.
  • Develop and maintain up-to-date tone-of-voice guides, response frameworks, and messaging hierarchies.
  • Review and approve templated responses and reactive copy, ensuring brand consistency and contextual sensitivity across all platforms.
  • Identify tone drift or off-brand responses across the team.
• Team Support & Collaboration
  • Provide day-to-day support to CX Social team.
  • Provide customer insights to broader Comfrt team.
  • Identify opportunities to drive revenue in CX responses and as engagement to contribute towards retention and loyalty.

Qualifications

• Strong background in customer experience or marketplace support.
• Expertise in content creation, audience engagement strategies, social media analytics.
• Bachelor's degree in marketing, communications, or a related field.
• Familiarity with platforms like Reddit, Sprout Social, and Facebook Insights.
• Exceptional written communication and brand voice alignment.
• Excellent attention to detail and process accuracy.
• Ability to evaluate quality and articulate improvements effectively.

Benefits

• Generous paid time off.
• Company-covered health insurance.
• 5% 401k match.
• Discounts on all Comfrt products.
• Flexible and collaborative support of a fully remote environment.

Company Description

Comfrt LLC is the #1 Hoodie Brand in the U.S. and the #1 Apparel Brand on TikTok globally—built on a mission to support mental health and create everything comfortable for an easy, stress-free, cozy lifestyle. Our elevated basics are worn by millions and loved for their perfect mix of comfort, style, and cultural relevance.