Job description
Solace is a healthcare advocacy marketplace that connects patients and families to experts who help them understand and take charge of their personal health
About the Role
We’re looking for a Community Engagement Specialist to own our company’s presence across customer-facing public platforms including; Meta, LinkedIn, Reddit, BBB, and Trustpilot. This person will play a critical role in shaping how customers perceive our brand by responding thoughtfully, quickly, and consistently to public feedback, and will support organic content execution across social channels.
You’ll report into our Brand Lead to ensure our brand voice and tone are consistent across all channels, while working closely with the Customer Experience team to ensure responses are grounded in empathy, accuracy, and service recovery best practices.
🔥 About Solace
By harnessing the power of human connection through technology, Solace is transforming healthcare in the U.S.Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate the system without help. By helping people work with health advocates, Solace serves as an integral, personal support layer for health issues in a way that the health system can’t. Using proprietary technology to match patients with experienced advocates, Solace cuts through the red tape of healthcare and helps individuals and families make informed decisions that result in better outcomes.Solace is a Series B startup founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures and Signalfire. We have a lean, fully-remote U.S. team distributed coast-to-coast. Check out our recent funding announcement in the WSJ here.
What You’ll Do
Manage day-to-day responses to customer feedback and reviews across BBB, Trustpilot, and social media channels (Facebook, X, Reddit, etc.).
Develop and maintain playbooks and response templates in partnership with Marketing, Legal, and CX leadership.
Collaborate with internal teams (CX, Marketing, Legal, Product) to triage escalations and ensure timely, compliant responses.
Monitor brand mentions and customer sentiment; identify recurring issues or emerging trends and share insights with CX and Product teams.
Track and report on key metrics (response times, sentiment, volume, trends) and recommend improvements.
Partner with Marketing to align on proactive social strategies that strengthen our brand reputation.
Uphold brand tone and ensure all responses reflect our values and commitment to exceptional customer experience.
Support low-lift content creation (pulling from blog, lifecycle and paid content) that brings our mission to life online.
Manage our advocate and patient appreciation program (e-giftcards)
What You Bring to the Table
3–5 years of experience in social media, community management, or customer experience roles.
Exceptional writing and communication skills with a natural ability to translate complex or sensitive situations into empathetic, on-brand messages.
Experience managing brand reputation across public platforms (e.g., Trustpilot, BBB, Reddit, or similar).
Strong judgment and ability to balance transparency, diplomacy, and compliance.
Highly organized with the ability to manage multiple platforms and competing priorities.
Comfortable collaborating cross-functionally with Marketing, Product, and CX.
Bonus Points
Experience in startups, healthcare, tech, or regulated industries.
Familiarity with social listening tools.
Experience building or maintaining social response playbooks.
Applicants must be based in the United States.
Up for the Challenge?
We look forward to meeting you.
Fraudulent Recruitment Advisory: Solace Health will NEVER request bank details or offer employment without an interview. All legitimate communications come from official solace.health emails only or ashbyhq.com. Report suspicious activity to [email protected] or [email protected].
