Community Engagement Specialist

Skylight’s mission is to build the OS of the family. We make consumer products, like Skylight Frame and Skylight Calendar, that are loved by millions of people across the globe. Through a singular focus on care for our customers, Skylight has scaled from a school project to over $190M in annual revenue while being completely bootstrapped. We have a huge opportunity to make family life easier and more connected, and that’s why we have been working hard to expand our team.

We are looking for an experienced Community Engagement Specialist to join our Customer Service Concierge Team. In this role, you will be instrumental in monitoring and supporting our Skylight Calendar Facebook Group, fostering a positive and engaging community while ensuring customers receive the guidance they need. You will also respond to Meta ad comments and direct customer messages, helping to address inquiries, resolve concerns, and enhance the overall customer experience. As we continue to grow, you will play a key role in shaping our social support strategy, identifying trends, and streamlining responses.

Responsibilities:

• Monitor & Engage – Actively oversee discussions in the Skylight Calendar Facebook Group, ensuring a positive and supportive community experience.
• Respond to Inquiries – Address customer questions in the Facebook Group, ad comments, and direct messages with clear, helpful responses across our whole suite of social channels (Meta, TikTok, Reddit and YouTube.)
• Moderate Content – Enforce community guidelines by reviewing members, posts, and comments, as well as escalating issues when necessary.
• Identify Trends – Track common questions, feedback, and emerging topics to help improve customer support strategies.
• Collaborate with Teams – Work closely with the Customer Service, Product and Marketing teams to refine messaging, escalate concerns, and enhance the customer journey.
• Create a Content Calendar – Develop a content calendar to address common questions, showcase features, and keep the community engaged.
• Support Customer Advocates – Provide guidance and support to our contracted Customer Advocates, who are product experts who engage with our Facebook group, ensuring they have the skills and resources to effectively engage with the community.
• Streamline Support – Develop and refine macros, FAQs, and engagement strategies in line with our Brand voice that are specific to social media channels to improve response efficiency.
• Report Insights – Provide regular updates on engagement metrics, customer sentiment, and opportunities for improvement.

• Customer-Focused Mindset – Passion for delivering exceptional customer experiences, listening to customers, and fostering a supportive online community while embodying our core value of Care.
• Experience in Customer Service & Community Management – 3+ years of experience in social media support, online community management, and customer service roles.
• Strong Written Communication Skills – Ability to craft clear, concise, and professional responses tailored to different customer needs and social channels.
• Social Media Savvy – Familiarity with Facebook Groups, ad comment moderation, and direct messaging best practices.
• Problem-Solving Mindset – Ability to assess customer concerns, provide solutions, and escalate issues when necessary.
• Attention to Detail – Skilled in monitoring discussions, enforcing community guidelines, and identifying engagement trends.
• Analytical Thinking – Experience tracking customer sentiment, reporting insights, and identifying opportunities for process improvements.
• Tech-Savvy – Comfortable utilizing all relevant social media management platforms.
• Collaborative & Proactive – Works well cross-functionally with Customer Service and Marketing teams to enhance the overall customer experience.
• Willingness to Work a Flexible Schedule – Ability to adapt work hours based on customer needs, ensuring consistent engagement and support in the Facebook group and across social media channels.

Our competitive compensation package includes:

• Competitive Salary + Equity Package
• 401K matching
• Wellness, learning, and home-office budgets
• Health, Dental & Vision Medical Plans
• Tremendous autonomy to set the direction of your work
• Unlimited PTO
• Company holidays on the first Friday of every month (Except November & December)

Equal opportunity employer

Skylight is committed to building a diverse and inclusive team. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. If you’re the best person for the job, we want you on board!

For Colorado-based candidates, the range being offered for this role is $52-58K based on experience and for California-based candidates, the range being offered for this role is $52-58K based on experience. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for qualified applicants with criminal histories in a manner consistent with the requirements of this law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.