Job Title:

USA-Communications Specialist II (Professional)

Location:

Morristown, NJ

Duration:

12th Months

Pay Rate:

$50/hr.

Fully remote 20-30 a week

Possibility of extension

Candidate can be in any time zone, but must be in the US and able to work standard business hours

Day to day duties: customer care department, hands on with social moderation, social listening tools, they'd go in daily

Collaborations Medical Legal Regulatory team, Escalate adverse events

Support and coordinate with agency platform tools.

Reporting and analyze consumer metrics

As needed if someone has a medical issue, they loop in the appropriate party, claims etc. AE adverse event.

Must Have :

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 Direct experience with the Sprout Social and/or Bazaarvoice platforms

Experience with social listening platforms (e.g., Brandwatch, Talkwalker, Sprout Social Listening, Sprinklr)

Experience with social listening tools and brand monitoring platforms

Proven track record of managing consumer inquiries across multiple channels pharma pharmacovigilance experience, FDA regulation backgrounds, OTC side Preferred experience:

Pharma/ biotech experience

Experience in consumer healthcare, pharmaceutical, or a regulated industry preferred

Fluency in Spanish

Knowledge of FDA regulations and pharmacovigilance requirements

Experience with consumer-packaged goods (Client) or over the counter (OTC) products

Gold Bond Consumer Care Specialist (Part-Time Contractor)

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 Gold Bond Brand Manager and serves as the primary point of contact for consumer engagement across multiple channels (phone, email, online, and social media). The role ensures timely, compliant, and high-quality responses to consumer questions, complaints, and feedback while maintaining brand reputation and consumer satisfaction.

Core Responsibilities

Consumer Inquiry Management

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 Q&A inquiries for Gold Bond products

Route medical questions appropriately to the pharmacovigilance team

Maintain accurate records of all consumer interactions

Social Media Management & Moderation

Monitor Gold Bond social media handles (, 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

Social Listening & Brand Monitoring

Conduct ongoing social listening across Gold Bond brand social media platforms (, Instagram, Twitter, TikTok, etc.) 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 Gold Bond and 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

social listening findings with brand, marketing, and product teams to inform strategy, campaigns, and product development

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

Review Management

Monitor and respond to low star ratings (under 3 stars) on within 24 business hours using approved standard response templates

Conduct monthly reconciliation with the Pharmacovigilance team on review feedback (automated process with specialist oversight)

Maintain brand reputation through timely and empathetic consumer responses

Ratings & Reviews / New Product Launch Support

Manage Bazaarvoice platform for ratings and reviews collection, monitoring, and syndication across Gold Bond product listings

Monitor and respond to consumer ratings and reviews on , retailer sites, and third-party platforms in a timely and brand-appropriate manner

Track ratings and reviews trends, sentiment, and volume to identify product quality issues or consumer satisfaction opportunities

Support new product launch activities including setting up ratings and reviews collection for newly launched SKUs, coordinating sampling/review generation programs, and preparing consumer care readiness (FAQs, response matrices, escalation paths) ahead of launch

Coordinate with brand and marketing teams to ensure consumer care and ratings/reviews infrastructure is fully prepared for new product launches

Flag and escalate any product quality or safety concerns identified through ratings and reviews to pharmacovigilance and brand teams

Reporting & Analysis

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

Respond to ad hoc reporting requests from the brand team, legal, and other stakeholders

Conduct deep dive analysis on consumer feedback to identify insights and improvement opportunities

consumer learnings with the brand team to inform product development and marketing strategies

Compliance & Documentation

Follow established multi-channel operating model documentation and SOPs

Maintain up-to-date knowledge of response matrices and brand guidelines

Ensure all consumer interactions comply with pharmacovigilance, legal, and regulatory requirements

Participate in required training and maintain annual credentials

Update contact information and response templates as needed (e.g., phone numbers, links)

Cross-Functional Collaboration

Serve as the primary consumer care contact for the Gold Bond brand team

Coordinate with pharmacovigilance, medical, legal, regulatory, and marketing teams as needed

Escalate issues and adverse events promptly to appropriate internal teams

Align with the brand team on campaigns and initiatives that may impact consumer inquiry volume or content

Support agency partners with platform access management and coordination

•Required Qualifications

Education

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

Experience

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

Professional Skills

Communication:

Excellent written and verbal communication skills with the ability to craft empathetic, on-brand responses

Social Media Expertise:

Strong understanding of social media platforms, etiquette, best practices, and metrics

Social Listening:

Ability to extract actionable insights from social listening data and translate findings into strategic recommendations

Attention to

Detail:

Ability to identify adverse events, product complaints, and compliance-sensitive content

Organization:

Strong time management skills with the ability to prioritize across multiple tasks and channels

Problem-Solving:

Analytical mindset with the ability to identify trends and recommend solutions

Technical Proficiency:

Comfortable learning and navigating multiple digital platforms and tools

Compliance Mindset:

Familiarity with pharmacovigilance requirements and regulatory compliance in consumer communications

Collaboration:

Ability to work effectively with cross-functional teams and external agency partners

Adaptability:

Flexible and responsive to shifting priorities and evolving brand needs

Preferred Qualifications

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 (Client) or over-the-counter (OTC) products

•Key Performance Indicators

Response time to consumer inquiries (target: within 24 business hours)

Consumer satisfaction scores and sentiment trends

Accuracy and compliance of all consumer-facing responses

Timely identification and escalation of adverse events

Quality and timeliness of monthly pulse reporting

Social media engagement and response rates

Quality and frequency of social listening reports and insights delivered to brand team

•Work Schedule

Part-time hours (approximately 20 hours per week)

Flexible schedule with core availability during standard business hours

Availability for occasional urgent issues outside standard hours

Remote work with a reliable internet connection required

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