Associate Digital Community Manager

GoodRx is America’s healthcare marketplace. Each month, millions of people visit goodrx.com to find reliable health information and discounts for their healthcare — and we’ve helped people save $35 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others.

Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.

We’re committed to growing and empowering a more inclusive community within our company and industry. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don’t necessarily check every box outlined in the job description. Please still get in touch - we’d love to connect and see if you could be good for the role!

About The Role

The GoodRx Brand Team is looking for a Associate Digital Community Manager (Support) who will help build community, provide high-quality support, share relevant resources, and amplify our customers' voices to help us create the best product and experience for them. This person will be a skilled communicator and have a true passion for customer support on multiple digital platforms.

We’re looking for a passionate Associate Digital Community Manager (Support) to manage day-to-day customer inquiries on public-facing platforms. You’ll be working closely with the Patient Advocacy and Brand Marketing team to ensure users are receiving top tier support within a timely manner. The right candidate will be able to demonstrate a strong understanding of the importance of digital media and the GoodRx voice/brand.

This role is based in Santa Monica and will report to the Sr. Digital Communications Manager (Support). We’re looking for someone who wants to learn and grow in the digital media and brand marketing space all while sharing the common goal of helping Americans live healthier lives and get the access to the healthcare they need.

Responsibilities

• Monitor and engage on GoodRx digital platforms (Facebook, Twitter, Instagram, LinkedIn, YouTube, TikTok, Reddit, etc)
• Monitor and respond to 1-5 star reviews on all business review platforms (Sitejabber, Trust Pilot, Complaints Board, PissedConsumer, BBB, etc)
• Triage and resolve customer related escalations found across digital platforms (i.e. fraud, pharmacy issues, mailing requests, etc)
• Track trends, themes, sentiment, mentions and share of voice to influence future campaigns, product development and content
• Drive positive and authentic brand conversations through multiple touchpoints like social media, community groups, app reviews, and email with a well executed and personalized experience
• Collaborate on educational marketing content by sharing common questions and inquiries from customers on digital platforms
• Identify potential new relationships with key influencers within the community
• Assist the broader social media team with identifying influencer partnership opportunities and monitoring the posts obtained from these partnerships
• Keep up to date to the latest social media trends and emerging social media platforms in the industry
  

Skills & Qualifications

• Minimum 1 year of handling community management or customer service for a consumer brand (preferably healthcare)
• Experience working with Facebook, Twitter, Instagram, TikTok, LinkedIn, Youtube, Reddit, etc.
• Experience in handling brand sensitive comments and complaints as well as complex customer issues for a healthtech, pharmaceutical and/or social impact company
• Highly organized, detail-oriented and media-savvy
• Experience with a social media management tool (ie. Sprinklr)
  

GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $35 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com .