Customer Experience & Advocacy Specialist

At Sunlighten, we're not just about infrared saunas, we are on a mission to improve lives through innovative health and wellness solutions. As a global leader in infrared sauna therapy, we are expanding our in-house Marketing team and on the hunt for a Customer Experience & Advocacy Specialist who loves connecting with customers and turning what they say into better experiences. You’ll be the day-to-day voice of Sunlighten across our review sites, social channels, and Facebook customer community, and you’ll run the referral and advocacy programs that turn happy owners into our best ambassadors.

The ideal candidate brings hands-on experience managing a brand's online presence, has strong written communication skills, and a passion for creating authentic engagement that builds trust and brand loyalty.

This role sits at the front line of how customers feel about us. You’ll respond quickly and with care, spot patterns in what people are saying, and feed those insights to our team so every message we send reflects real customer needs. We need someone who is warm, organized, and fast on their feet, with a strong brand voice and the discipline to keep programs running consistently week after week.

Duties/Responsibilities:

Reviews & Reputation

• Own reputation strategy across review sites and external communities, including Reddit and FB communities, to strengthen sentiment and brand presence

• Own monitoring and response across Trustpilot, Google, BBB, Reddit, and other review sites

• Monitor review request performance and set review growth goals

• Escalate product, service, or delivery issues to Customer Care and leadership using the escalation matrix

Community & Social Engagement

• Own the Facebook customer community: goals, moderation, posting, engagement, and membership growth

• Manage inbound DMs and comments in Sprout Social across Instagram, Facebook, TikTok, Reddit, YouTube, and LinkedIn

• Scale engagement through seasonal peaks while maintaining response time and brand voice

• Uphold community guidelines and moderation policy

• Monitor external communities to strengthen sentiment and brand presence

Referral Program Execution

• Execute weekly customer and employee referral email sends and support automated referral journeys

• Monitor referral performance against monthly lead targets and flag gaps or issues to the Lifecycle Marketing Manager

• Maintain referral tracking accuracy and program documentation

Advocacy & UGC

• Identify and nurture brand advocates and Sunlighten Insiders

• Source customer stories, testimonials, and UGC for marketing use

• Feed qualified advocates into referral and lifecycle programs

• Manage the advocate budget for rewards and giveaways

Voice of Customer

• Build a monthly VOC digest with insights for Marketing and cross-functional teams

• Maintain the Quotes & Testimonials library

• Scope and own process for customer stories

• Share sentiment trends and friction points with Lifecycle Marketing to shape messaging

• Collect, quantify, and share product challenges with Product Development

• Work with Customer Care to open and document cases surfaced through social and review channels

Requirements

Required:

• 2+ years in community management or social media, ideally at a DTC or considered-purchase brand

• 1+ year managing online reviews and reputation (Trustpilot, Google, BBB, or similar)

• 1+ year supporting referral, advocacy, or loyalty programs

• Strong written communication and copywriting skills

• Comfort with social management tools (Sprout Social or similar)

• Ability to summarize feedback data into clear, simple insights

• Strong attention to detail and time management

Preferred:

• Experience with referral platforms such as Ambassador or similar

• Experience growing an online community or customer group

• Experience with customer support or case management processes

• Exposure to advocate sourcing and reward programs

Benefits

• Hybrid Work Schedule: Required in office days are Monday, Tuesday, and Thursday

• Competitive Paid Time Off Policy + Paid Holidays + Floating Holiday

• Fully Equipped Fitness Center On-Site

• Free Lunch Program featuring a James-Beard Award Winning Chef

• Health (HSA & FSA Options), Dental, and Vision Insurance

• 401(k) with company contributions

• Profit Sharing

• Life and Short-Term Disability Insurance

• Professional Development and Tuition Reimbursement

• Associate Discounts on Saunas, Spa Products and Day Spa Services

Sunlighten provides equal employment opportunity. Discrimination of any type will not be tolerated. Sunlighten is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.