Our Mission

At Prose, we don’t believe in “one-size-fits-most.” We create custom hair care that’s inclusive to all hair types, needs, and preferences. Each of our hair care products is customized to a person’s hair needs based on the results from an online consultation. The individual data is processed through a proprietary algorithm and made-to-order in the Prose lab using natural active ingredients. Marrying emerging technologies with the best in beauty, Prose is truly creating something special.

This is the opportunity to join a fast-growing startup and an energetic team that works together to deliver creative solutions that are transforming the way people think about and shop for hair care. We’re looking for talented problem solvers who lead with passion and who face any task with a positive mindset.

Position Summary

The Prose team is looking for a Social Community Associate who sits within our social team, reporting to our Senior Manager of Social Media and Community, but works closely with customer experience, influencer, and has a highly visible presence throughout the Prose organization and our customer-facing platforms. The Prose Social Community Associate is responsible for maximizing brand reach as well as providing best-in-class service to our community of customers, prioritizing engagement on paid social ads. In addition, this role will report on current social topics and relevant industry trends to help broaden our social and influencer content. By using thoughtful engagement strategies, this role will balance customer advocacy with proactive relationship building to help increase brand awareness and grow a sustainable brand community.

Key Responsibilities

• Social Media Community Response
• Respond to comments and mentions in a timely manner, focused on paid & organic social platforms (Facebook, Instagram, Twitter, TikTok, YouTube, etc)
• Handle CX-related issues in partnership with Customer Experience team to ensure best-in-class customer service experience for social media audience
• Escalate and work through negative social interactions with Senior Manager to provide excellent service regardless of the sentiment
• Reply to consumer comments and reviews on additional platforms such as the Prose brand blog.
• Respond to partnership outreach via DMs in a timely manner

Community Engagement

• Help foster a community across all social platforms by providing personalized responses, showing support to our customers, and giving proper customer service to all Prose members and prospects
• Proactively interact with like-minded influencers, industry professionals, and brand accounts on a daily basis to build relevant relationships and capitalize on social engagement
• Review, track & interact with user-generated content across social media, including Instagram Stories mentions
• Regularly interact with influencer and potential brand partners to seed product, foster community, and promote brand loyalty
• Ideate, plan, and execute community-specific events and activations to build loyalty and excitement around Prose

Community Platform Management

• Oversee day-to-day management of private community Facebook Group and Instagram broadcast channels
• Create monthly calendars, draft, and post engaging content within private groups with the goal of fostering community and enticing conversations
• Manage regular giveaways, sweepstakes, and other community building activations in partnership with our operations, marketing, and CX teams

Customer Insights & Advocacy

• Regularly share consumer feedback on ads and marketing campaigns to help guide future ad creative & brand priorities
• Report on what the community wants to see & hear from us as well as what is trending in the world of beauty using tools such as Spate to inform findings
• Tag & track customer feedback and requests, communicating all urgent customer needs to relevant departments for troubleshooting
• Become an expert on our experience, our product, our ingredients, and our customer
• Become an expert in social listening tools and work with cross-teams to share out relevant industry insights, community sentiment about Prose, and more

Key Candidate Requirements

• 1-2+ years experience in social media community management for a brand or agency—including responding on behalf of a brand across social platforms
• Commitment to listening and advocating on behalf of customers—and strong sense of urgency to prioritize customer support
• Strong knowledge of Instagram, TikTok, Facebook, Pinterest, Twitter, and Youtube
• Has a finger on the pulse of pop culture trends, and current events
• Excellent writing skills, able to seamlessly deliver educational information with personality and wit, as well as navigate challenging public questions and comments with excellent judgment
• Strong collaboration skills
• Ability to interpret social conversations that put the brand at risk and elevate immediately
• The ability to learn quickly and to work in a fast-paced, ever-changing environment
• Calm under pressure with a positive, can-do, team-focused mentality — there is no task too small!
• Knowledge of the beauty/haircare industry, or has worked in the beauty industry prior is a plus
• Experience using social listening and community management tools (Meltwater, Sprout Social, or other), and analytics platforms is a plus
• Flexibility on the weekends to keep an eye on general social conversations