We are seeking a motivated Brand Engagement Specialist for Sartor Fashion tech industries.The Brand Engagement Specialist serves as a key player on the customer support and brand love dream team, embracing the brand, voice, and tone on behalf of our client partners to build the ultimate customer experience (CX).


  • 1-3 years of proven experience managing social communities for brands or organizations preferred, online user-to-user support, community management social media, or marketing communications
  • High-level understanding of digital channels, including similarities and differences between social media networks, messaging apps, web-based chat, community forums, consumer review sites, self-service content, and e-mail (as well as understanding of the difference between using social media on behalf of a company as opposed to personal use).
  • 1-3 years customer service experience or experience working in a related industry preferred
  • Ability to quickly adopt and retain high-level knowledge and expertise on client’s products and services


  • Provide complete, accurate, and timely support/assistance to social media and digital customer service complaints, troubleshooting, queries, and feedback, adhering to program-specific social playbook, including channel and response priorities, critical metrics, service levels, and quality assurance framework
  • Reply to brand engagement-related social media consumer posts (including Twitter, Instagram, and Facebook) on behalf of client partner, adhering to client-specific social media playbook and guidelines including engagement protocol, voice/tone, and customer concern procedures
  • Proactively research, locate, surface, and potentially engage in timely and brand-appropriate shareable user-generated content (UGC) to recommend for repost across client-owned social channels
  • Support and expand proactive social listening to:
    • Find opportunities to create more personalized, near real-time customer-influenced engagement replies and content
    • Pinpoint emerging customer trends in real-time to elevate as wider call-to-action/user-generated brand engagement opportunities
    • Identify information that can be used as knowledge base / self-serve content, or proactive, outbound social customer care content