Brand Engagement Specialists (Junior)

Title: Brand Engagement Specialists (Junior)

Role Purpose:

The Community Engagement Specialist exists to protect, nurture, and elevate the Chai Vision brands across all digital touchpoints where our brands and categories are discussed. This role serves as the frontline voice of the brand, monitoring and engaging across influencer content, owned social channels, and third-party platforms. By actively managing public comments, DMs, mentions, and blog conversations, this role ensures customers feel heard, issues are resolved quickly, and Chai Vision maintains a strong, trusted, community-first brand presence across the internet.

Who You Are

You’re digitally native, detail-oriented, and genuinely care about how brands show up online. You understand that conversations don’t just happen on brand posts, they happen everywhere,  and you’re excited to be the person who keeps a pulse on all of it.

You might sound like this:

You’re extremely attentive and organized across multiple platforms

You communicate clearly, empathetically, and professionally in writing

You stay calm and brand-safe when handling negative or sensitive feedback

You enjoy monitoring conversations and spotting patterns or issues early

You’re proactive about follow-ups and closing the loop

You’re eager to grow in brand, community, or CX roles

You’re familiar with (or excited to learn) DTC, influencer marketing, and social ecosystems

What You’ll Do

Community Monitoring & Engagement (Top of Funnel: Brand Trust & Awareness)

Monitor all platforms where Chai Vision brands have a presence, including:

Instagram

TikTok

Facebook

YouTube

Blogs, comment sections, and third-party discussions

Influencer posts and tagged content

Reddit (testing approach in over coming months)

Track and respond to public comments, DMs, mentions, tags, replies, and reposts

Engage on both owned content and influencer content where the brand is featured

Identify sentiment (positive, neutral, negative) and respond accordingly using approved brand voice

Highlight positive comments, testimonials, and UGC for internal sharing

Customer Issue Escalation (Bottom of Funnel: Retention & Experience)

Identify customer service issues raised across any public or private digital channel

Escalate cases to the CX team with full context, screenshots, and links

Track escalated issues to ensure resolution

Follow up publicly or privately (when appropriate) to confirm the customer experience was resolved

Monitor trending issues and escalate to appropriate teams.

Influencer & Third-Party Content Support

Monitor influencer posts and sponsored content for comments and questions

Respond on behalf of the brand when appropriate

Flag influencer-related issues or high-engagement conversations

Brand Protection & Reputation Management

Monitor Reddit threads, blog comments, and off-platform discussions for brand mentions

Flag sensitive, viral, or reputational-risk conversations immediately

Ensure all interactions protect brand tone, values, and credibility

Execution vs. Strategy Split

Execution (80%): Monitoring, responding, escalating, and following up

Strategy (20%): Reporting sentiment trends, FAQs, and recurring feedback

Oversight vs. Doing

Doing (90%): Hands-on community engagement across platforms

Oversight (10%): Insight sharing and escalation awareness

Success Metrics

Average response time under 24 hours during active shifts

95%+ of customer issues escalated correctly and fully documented

Improved positive sentiment across social and third-party platforms

Zero brand-risk incidents due to improper engagement

Cross-Functional Relationships

Customer Experience / Support Team

Marketing Leadership (for escalation or visibility)

Tools & Systems

Instagram, TikTok, Facebook, YouTube, Reddit

Influencer platforms and native social tools

Social listening tools (e.g., Sprout, Hootsuite, native analytics)

Teams

Monday

Helpdesk system (e.g., Gorgias, Zendesk, or similar)

Accountability & Rhythm

Daily

Monitor all assigned platforms, influencer posts, and third-party mentions

Respond to comments, DMs, and mentions

Escalate and track customer issues

Weekly

Review sentiment trends and recurring questions

Monthly

Report insights on customer feedback, FAQs, and brand sentiment

Quarterly

Participate in brand voice, escalation, and response guideline updates

Location, Type & Hours

Location: Santo Domingo, Dominican Republic, in-office

Job Type: Full-time

Hours: 9 AM – 6 PM

Why Work With Us

Join a fast-growing ecommerce company where your ideas matter and your growth is part of our mission. At Chai Vision, we’re scaling quickly, building boldly, and redefining what a modern ecommerce team looks like.

We move fast, collaborate deeply, and give our people the space and support they need to thrive. Along with a culture built on innovation and teamwork, we offer benefits that reward your hard work and fuel your growth.

If you thrive in a fast-paced, creative atmosphere and want to help grow ecommerce brands, you’ll love working here!