Headcount needed: 2 (20 hours per week each)

Schedule:

• 1: Monday-Friday: 8:00 AM – 12:00 PM Eastern Time

• 2: Monday-Friday: 3:00 PM – 6:00 PM Eastern Time ; Saturday & Sunday: 11:00 AM – 1:30 PM Eastern Time

About the Role:  We are looking for a Digital Engagement Specialist to manage and respond to inbound comments and questions generated by our paid social media campaigns, primarily on Facebook. This role focuses on maintaining a professional brand presence, ensuring timely and accurate responses, and escalating qualified leads or sensitive inquiries to
the internal team.

This is an execution-focused role suited for an offshore team member working closely with our in-house marketing team.

Key Responsibilities:

• Monitor and respond to comments and questions on paid social media ads (primarily Facebook)

• Provide clear, brand-aligned, and compliant responses using approved messaging and FAQs

• Engage with users in a professional, empathetic, and timely manner

• Identify and escalate sales-qualified, clinical, or technical inquiries

   

• Hide, report, or flag spam and inappropriate comments according to guidelines

• Maintain consistent tone of voice aligned with the brand

  Log recurring questions, objections, and insights from ad engagement

• Collaborate with the marketing team to improve FAQs and scripts

   

• Ensure response SLAs are met (Note: Performance will be measured on response time, accuracy, tone, and escalation quality)

* What This Role Is NOT:

• Creating ad copy or campaign strategy

• Managing media budgets or performance optimization

• Providing medical advice or clinical recommendations

• Handling private customer support tickets end-to-end

Requirements:

• 1–3 years of experience in social media engagement or digital support

• Strong written English skills

• Experience responding to Facebook or social media comments

• Ability to follow structured guidelines and escalation rules

• Detail-oriented and reliable

• Familiar and comfortable working inside Meta Business Suite / Ads Manager comment thread

• Familiarity with US healthcare terminology and guidelines

Nice to Have: Experience supporting paid social campaigns