Dynamic Social Media Customer Care Specialist – Engaging Community Support, Brand Advocacy, and Real‑Time Issue Resolution

About brighthush

brighthush is America’s largest retailer of recreational vehicles, accessories, and travel services, proudly serving the RV community since 1966. With a nationwide network of retail locations, an expansive e‑commerce platform, and a commitment to exceptional customer experiences, brighthush has become synonymous with adventure, reliability, and innovation. Our mission is simple: to empower people to explore the world on their own terms, while delivering unparalleled service and support across every touchpoint.

Why Join brighthush?

At brighthush, we believe that every interaction matters. Whether a customer is planning a weekend getaway or embarking on a cross‑country expedition, we strive to create memorable moments that inspire confidence and joy. As a Social Media Customer Care Specialist, you will be the frontline ambassador of our brand, shaping the narrative, resolving concerns, and building lasting relationships with our vibrant online community.

Role Overview

As a Social Media Customer Care Specialist, you will manage day‑to‑day engagement across multiple platforms—including Instagram, Facebook, X (formerly Twitter), TikTok, Threads, Reddit, and LinkedIn—ensuring that every comment, question, or feedback is addressed with speed, accuracy, and a brand‑consistent tone. You will collaborate with cross‑functional teams such as Marketing, Product, and Customer Experience to elevate brand perception, gather insights, and drive continuous improvement.

Key Responsibilities

• Real‑Time Engagement: Monitor all social media channels for customer inquiries, comments, and mentions; respond promptly with clear, concise, and helpful information.
• Community Building: Foster a welcoming and inclusive environment by initiating conversations, sharing relevant content, and encouraging user‑generated stories that align with brighthush’s values.
• Issue Resolution: Identify and triage escalated issues, collaborating with internal stakeholders to provide timely solutions and follow‑up communication.
• Content Collaboration: Work with the content team to draft and refine responses, ensuring brand voice consistency across all touchpoints.
• Analytics & Reporting: Track key performance indicators (KPIs) such as response time, sentiment, engagement rates, and customer satisfaction; generate weekly reports to inform strategy.
• Process Improvement: Identify recurring pain points and propose enhancements to workflows, knowledge bases, and automation tools.
• Compliance & Brand Safety: Adhere to company policies, legal guidelines, and platform community standards to protect brand reputation.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree in Communications, Marketing, or related field is a plus.
• Exceptional copywriting skills with a proven ability to craft engaging, on‑brand messages across diverse audiences.
• Fluency in social media platforms: Instagram, Facebook, X, TikTok, Threads, Reddit, LinkedIn.
• Strong critical thinking and problem‑solving abilities, with a knack for turning challenges into opportunities.
• Excellent organizational skills and the capacity to manage multiple conversations simultaneously.
• Authorized to work in the United States.
• Proficiency with customer relationship management (CRM) tools and social media management platforms.

Preferred Qualifications

• Prior experience in a social media customer support or community management role.
• Knowledge of Salesforce and Sprout Social; familiarity with Hootsuite, Buffer, or similar tools.
• Experience analyzing social media metrics and translating insights into actionable recommendations.
• Background in the retail or travel industry, especially with an emphasis on experiential products.
• Multilingual capabilities to serve a diverse customer base.

Skills & Competencies

• Communication: Clear, empathetic, and persuasive written communication that reflects brighthush’s brand voice.
• Empathy & Customer‑Centricity: Ability to understand customer emotions and provide personalized support.
• Adaptability: Thrive in a fast‑paced, evolving digital landscape.
• Team Collaboration: Work effectively with cross‑functional teams to resolve issues and share insights.
• Time Management: Prioritize tasks and meet deadlines in a high‑volume environment.
• Digital Literacy: Comfortable navigating new tools, platforms, and emerging social media trends.

Tools & Technologies

• Salesforce – for ticketing, customer data, and workflow automation.
• Sprout Social – for monitoring, engagement, and analytics.
• Hootsuite / Buffer – optional for scheduling and cross‑platform management.
• Google Workspace – for collaboration, documentation, and reporting.
• Microsoft Office Suite – for data analysis and presentation.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Social Media Customer Care Specialist, you will have the opportunity to:

• Progress into roles such as Community Manager, Social Media Strategist, or Digital Marketing Lead.
• Participate in cross‑departmental projects, gaining exposure to product development, merchandising, and customer experience initiatives.
• Access internal training programs, webinars, and workshops focused on advanced social media tactics, data analytics, and brand storytelling.
• Earn certifications in Salesforce, Sprout Social, and other industry‑standard platforms.

Work Environment & Culture

Our remote work model empowers you to balance professional and personal commitments while staying connected to a collaborative, inclusive culture. You’ll enjoy:

• Flexible work hours that accommodate different time zones and personal schedules.
• Regular virtual team huddles, brainstorming sessions, and social events to foster camaraderie.
• A culture that values diversity, equity, and inclusion, ensuring every voice is heard and respected.
• Access to a digital resource hub, peer‑learning communities, and mentorship programs.

Compensation & Benefits

We offer a competitive salary range of USD 38,376 – 46,051 per year, commensurate with experience and performance. In addition to base pay, you will receive:

• Generous paid time off (PTO) and holidays.
• Tuition reimbursement for approved courses and certifications.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance plans.
• Parental leave policies that support new parents.
• Employee discount on RV purchases, accessories, and travel packages.
• Wellness programs, including mental health resources and fitness stipends.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a dynamic digital environment, and want to be part of a brand that inspires adventure, we’d love to hear from you. Submit your resume, a brief cover letter outlining why you’re the perfect fit, and any relevant portfolio or social media samples.

Closing

At brighthush, every interaction is an opportunity to create lasting memories and build a community of explorers. As a Social Media Customer Care Specialist, you will play a pivotal role in shaping our brand’s voice, resolving customer challenges, and fostering a vibrant online ecosystem. Join us on this exciting journey and help us continue to lead the RV industry with passion, innovation, and unparalleled service.