Specialist, Voice of Guest, Social Listening & Response
About this role
Job Purpose
We’re looking for a proactive, guest-focused communicator to join our Social Care team as a key brand advocate. The ideal candidate brings a background in Marketing, PR, or Communications and excels at crafting thoughtful, timely interactions across social media platforms.
In this role, you’ll be the voice of the brand on TikTok, Facebook, X, LinkedIn, Threads, Google Reviews and Instagram — engaging directly with guests to resolve concerns, celebrate experiences, and protect brand reputation. You’ll play a critical role in our guest retention and brand loyalty efforts by delivering responses that are empathetic, accurate, and aligned with our tone and values.
You’ll also partner closely with cross-functional teams to share guest insights, monitor trends, and support continuous improvements in our social care strategy.
Location: Remote
Key Details
- We monitor social channels daily from 7:00 a.m. to 5:00 p.m. CDT, including most holidays.
- While scheduling is flexible, availability for some evenings, weekends, and holidays is required.
- Hours of operation may shift based on evolving business needs.
Duties & Responsibilities
The primary responsibilities of this job include, but are not limited to:
- Respond to negative sentiment social media conversation in a timely, informative and appropriate way that makes each customer feel valued and acknowledged
- Support community management by proactively engaging with guests, highlighting positive experiences, and strengthening brand affinity through authentic, meaningful conversations
- Develop and maintain an in-depth knowledge of the customer experience path in all its variations
- Demonstrate the ability to diagnose and troubleshoot technical issues
- Continuously reviews social care escalation processes and procedures to drive improvement and prioritize brand protection
- Serve as escalation point and training resource for social specialists on team
- Track high-risk concerns and escalate as needed to internal business partners
- Monitor brand alerts during scheduled shifts and action appropriately within SLAs
- Deescalate high-friction and high-visibility social concerns through social, phone and email.
- Social Care projects as assigned by manager (~10% of role)
- Other duties as deemed by supervisor
Qualifications (Education & Experience)
Qualifications include:
- Bachelor’s degree preferred, preferably with a concentration in marketing, public relations or communications
- Demonstrated ability to adjust communication for the audience at hand within brand voice
- Passion for harnessing the power of social media to drive business results
- Curious, forward-thinking professional with a strong grasp of emerging media trends and ability to anticipate how the brand should show up in the evolving digital landscape
- Strong written and oral communications skills
- Naturally compelled to provide excellent customer service
- Thrives in a high-energy, fast-paced, collaborative environment
- Is a flexible individual, creative thinker and problem solver, accustomed to working in teams
Working Conditions
- Approximately 4 times per year travel is required to our St. Louis Support Center for meetings and townhalls
Physical Requirements
- While performing this job, the incumbent is regularly required to stand, sit, talk hear & use hands and fingers to operate keyboards
Direct Reports
- N/A
The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Saint Louis Support CenterCompany at a glance
Our first bakery-cafe opened in 1987, founded with a secret sourdough starter and the belief that the best part of bread is sharing it. That vision led to the invention of the Fast Casual category with Panera at the forefront, centered around our delicious menu of chef-curated recipes that are crafted with care by our team members. We make food that we are proud to serve our own families, from crave-worthy soups, salads and sandwiches to mac & cheese and sweets. Each recipe is filled with ingredients we feel good about and none of those we don't because we are committed to serving our guests food that feels good in the moment and long after. While our company is now more than 2,200 bakery-cafes strong, our values and belief in the lasting power of a great meal remain as strong as ever. Nothing beats breaking bread together.
We believe in serving delicious, freshly prepared food made with carefully selected ingredients that we are proud to serve our own families. Our menu, crafted by chefs and bakers, features classic, comforting dishes, each with an intriguing twist.
We’re also focused on improving quality and convenience. With investments in technology and operations, we offer omni-channel access to your Panera favorites – like mobile ordering, catering, and Rapid Pick-Up® for to-go orders, Curbside pick-up and delivery – all designed to make things easier for our guests.
Today, Panera operates as both Panera Bread® or Saint Louis Bread Co St. Louis Bread Company in 48 states, the District of Columbia and Canada. To find a location in your area, click here.
Panera Bread is privately held by JAB Holding Company. Panera Bread is part of Panera Brands, one of the largest fast casual restaurant platforms in the U.S., comprised of Panera Bread®, Caribou Coffee® and Einstein Bros.® Bagels.
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