The Opportunity

Social engagement, social strategy, community listening, and ambassador-driven content are key drivers of member retention, trust, and brand advocacy at Found. This role will lead a proactive, insight-driven approach to social community management and strategy, helping Found plan, execute, and generate content that resonates with members where they live online. Reporting to the Director, Community, Creators & Partnerships, you'll shape Found’s social presence, define social strategy, oversee ambassador programs, and amplify authentic member voices across platforms.

What You'll Do

Social Community Monitoring & Engagement

• Lead the creation and execution of social content strategies that drive engagement, advocacy, and growth across Instagram, TikTok, Reddit, and other priority channels.
• Collaborate with marketing and creative teams to conceptualize, produce, and publish compelling social content that resonates with Found’s community.
• Proactively monitor social conversations, responding to comments, DMs, and mentions in a timely, on-brand, and compliant way to keep content relevant and engaging.
• Identify trending topics, sentiment shifts, and emerging narratives to inform content ideation, campaign planning, and social strategy.
• Surface and amplify member success stories, testimonials, and organic advocacy through original posts, repurposed content, and creative storytelling formats.
• Maintain and evolve social voice and content guidelines to ensure consistency, authenticity, and community resonance across platforms.

Escalation & Cross-Functional Insight Sharing

• Support escalation protocols for issues requiring support, clinical, or PR response
• Regularly share community insights with Product, Clinical, and Marketing teams to inform roadmap and messaging
• Flag early indicators of potential reputation issues or emerging crises to marketing leadership
• Partner with the Member Experience team to ensure handoffs are seamless and member experience is protected
• Track review volume, sentiment trends, and escalation patterns across platforms

Creator & Ambassador Engagement

• Support day-to-day communication and relationship management with Found's creator and ambassador network, in close coordination with Found's creator agency
• Coordinate content approvals, asset sharing, and campaign participation for creator partners
• Serve as an internal point of contact for agency workflows, ensuring briefs, timelines, and deliverables stay on track
• Help maintain a pipeline of community-sourced voices who can authentically represent the Found experience

Required Experience & Skills

• 1-3 years of experience in social media management, community management, or a related role
• Deep familiarity with Instagram, TikTok, and Reddit community norms, tone, and best practices
• Familiarity with social listening tools (Sprout Social, Brandwatch, or similar)
• Strong written communication skills with the ability to adapt voice across contexts and platforms
• Experience managing creators or ambassadors and coordinating campaigns across multiple platforms.
• Experience managing online community moderation, including de-escalation and policy enforcement
• Proficiency with social media management and listening tools (Sprout Social or similar), with experience tracking and reporting on community KPIs including engagement rate, response time, sentiment, and follower growth
• Comfort working in regulated or sensitive environments requiring clinical and compliance awareness
• Highly organized with strong attention to detail and the ability to manage high-volume, fast-moving workflows
• Collaborative mindset with experience interfacing across marketing, support, and product teams

Preferred Qualifications

• Experience in healthcare, wellness, or another sensitive consumer category
• Background supporting creator or influencer engagement programs
• Interest in leveraging AI tools to enhance community workflows, sentiment analysis, reporting efficiency, and response drafting
• Understanding of escalation frameworks and cross-functional triage protocols
• Genuine passion for community building and member advocacy
• Comfort with ambiguity and a bias toward initiative in a fast-paced, evolving environment
• Strong preference for candidate to be located near NYC to be able to go once a month to film content when needed