Brand Engagement Specialist

Job Title: Brand Engagement Specialist

Department: Marketing

Reports To: Brand Engagement Manager

Location: Plaza Naco, Santo Domingo, DR (On-Site)
Job Type: Monday - Friday, 9 AM-6PM / 9AM-5PM

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
  
  

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!