Mars Men1mo ago

Social CX & Retention Specialist

United StatesRemoteFull Timemid

OtherSocial Cx & Retention Specialist

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Quick Summary

Overview

Mars Men is a fast growing men’s health supplement brand with a strong focus on customer experience as a driver of retention and brand loyalty.

Technical Tools

OtherSocial Cx & Retention Specialist

Mars Men is a fast growing men’s health supplement brand with a strong focus on customer experience as a driver of retention and brand loyalty. We’re looking for a Social CX & Retention Specialist to own conversations across our social channels and turn customer interactions into trust, retention, and long term brand advocacy.

About the Role

~2 min read

This role sits at the intersection of customer experience, retention, and brand voice. You’ll be responsible for handling inbound conversations across social, reviews, and support channels, with a heavy focus on cancellation prevention, objection handling, and public engagement.

You will operate inside Gorgias as the system of record, managing tickets across email and social integrations (via Sprout), while working within defined SLAs. You’ll handle high-volume ticket queues, but your priority is not just resolution—it’s controlling the conversation and driving retention outcomes.

You’ll work directly under the Head of CX and alongside a team of generalists. This role requires strong judgment, speed, and the ability to adapt tone based on the situation—especially in public-facing channels.

Manage and respond to inbound tickets in Gorgias across email and social channels

Handle cancellation requests (primary driver ~60% of volume) with a retention-first approach

Respond to subscription questions (~20% of volume) by educating and setting expectations

Engage in public social conversations (Facebook, Instagram, YouTube, Reddit) to address complaints, misinformation, and brand sentiment

Respond to reviews (Trustpilot, Junip) within SLA while reinforcing brand voice and trust

Use and customize macros for efficiency while ensuring every response is humanized and contextual

Apply accurate ticket tagging and categorization to support VOC reporting

Identify patterns in customer feedback and escalate trends (product, messaging, experience gaps)

Maintain SLA adherence:

Email: <6 hr first response / <48 hr resolution

Social/Reviews: <24–48 hr response

Escalate high-risk issues (legal, health, fraud, brand risk) appropriately and quickly