Sensitive Content Reviewer Jobs in Raleigh, NC (NOW HIRING)

Position Title: Gold Bond Consumer Care Specialist
Work Location: Remote
Assignment Duration:12 Months
Work Schedule:
* Part-time hours (20-30 a week)
* Possibility of extension
* Flexible schedule with core availability during standard business hours
* Availability for occasional urgent issues outside standard hours
Notes:
BA/BS degree preferred with a focus in Communications, Marketing, Business Administration, or related field
An equivalent combination of education and experience will be considered
3-5 years of experience in consumer care, customer service, or community management
Experience with enterprise customer service platforms (e.g., Verint, Genesys, Medallia)
Hands-on experience with Social Media Management Systems (SMMS) and ratings & reviews platforms such as Sprout Social, Sprinklr, Khoros, Hootsuite, or Bazaarvoice
Experience with social listening tools and brand monitoring platforms
Experience in consumer healthcare, pharmaceutical, or a regulated industry preferred
Proven track record of managing consumer inquiries across multiple channels
Excellent written and verbal communication skills
Strong understanding of social media platforms, etiquette, best practices, and metrics Ability to extract actionable insights from social listening data
Ability to identify adverse events, product complaints, and compliance-sensitive content
Strong time management skills
Analytical mindset with the ability to identify trends and recommend solutions
Comfortable learning and navigating multiple digital platforms and tools
Familiarity with pharmacovigilance requirements and regulatory compliance
Ability to work effectively with cross-functional teams and external agency partners
Flexible and responsive to shifting priorities
Fluency in Spanish preferred
Direct experience with the Sprout Social and/or Bazaarvoice platforms
Experience with social listening platforms (e.g., Brandwatch, Talkwalker, Sprout Social Listening, Sprinklr)
Knowledge of FDA regulations and pharmacovigilance requirements
Experience with consumer-packaged goods (CPG) or over-the-counter (OTC) products
Position Summary:
The Gold Bond Consumer Care Specialist is a part-time contractor role responsible for managing consumer inquiries, social media moderation, and customer service operations for the Gold Bond brand. This position reports directly to the Brand Manager and serves as the primary point of contact for consumer engagement across multiple channels (phone, email, online, and social media).
Background & Context:
The role ensures timely, compliant, and high-quality responses to consumer questions, complaints, and feedback while maintaining brand reputation and consumer satisfaction.
Key Responsibilities:
Manage and respond to non-medical consumer inquiries across all channels within established SLA timeframes
Address common consumer issues including:
Sign-up challenges and account issues
Coupon concerns and redemption problems
Website discrepancies and navigation issues
Money Back Guarantee process inquiries
Manage Target.com Q&A inquiries for products
Route medical questions appropriately to the pharmacovigilance team
Maintain accurate records of all consumer interactions
Monitor social media handles (Facebook, Instagram, Twitter, etc.) for consumer comments, questions, and feedback
Respond to consumer inquiries on social platforms within 24 business hours using approved response matrices
Identify and escalate adverse events and product technical complaints through the AE portal
Ensure all social media responses comply with company SOPs, pharmacovigilance requirements, and platform best practices
Collaborate with agency partners using the Sprout Social platform for content moderation and access management
Conduct ongoing social listening across brand social media platforms to monitor brand mentions, consumer sentiment, and emerging trends
Monitor brand site comments, reviews, and user-generated content for consumer feedback and sentiment
Track competitor activity and industry conversations relevant to the skincare category
Identify and analyze consumer pain points, product feedback, and unmet needs through social listening insights
Prepare weekly or monthly social listening reports highlighting key themes, sentiment trends, and consumer insights
Share social listening findings with brand, marketing, and product teams
Alert brand team to trending topics, viral moments, or potential PR issues requiring immediate attention
Use social listening data to inform response matrices and anticipate consumer care needs
Monitor and respond to low star ratings (under 3 stars) using approved standard response templates
Conduct monthly reconciliation with the Pharmacovigilance team on review feedback
Maintain brand reputation through timely and empathetic consumer responses
Manage Bazaarvoice platform for ratings and reviews collection, monitoring, and syndication
Track ratings and reviews trends, sentiment, and volume
Support new product launch activities
Coordinate with brand and marketing teams
Flag and escalate any product quality or safety concerns
Prepare and deliver monthly pulse reports on consumer interactions, sentiment, and key metrics
Track and report on consumer inquiry trends, common issues, and resolution rates
Conduct deep dive analysis on consumer feedback
Follow established multi-channel operating model documentation and SOPs
Ensure all consumer interactions comply with pharmacovigilance, legal, and regulatory requirements
Serve as the primary consumer care contact for the brand team
Coordinate with pharmacovigilance, medical, legal, regulatory, and marketing teams as needed
Escalate issues and adverse events promptly to appropriate internal teams
Support agency partners with platform access management and coordination
Additional Information:
Key Performance Indicators
* Response time to consumer inquiries
* Consumer satisfaction scores and sentiment trends
* Accuracy and compliance of responses
* Timely identification and escalation of adverse events
* Quality and timeliness of pulse reporting
* Social media engagement and response rates
* Quality and frequency of social listening reports