Owlet is changing the world of parenting with meaningful products that truly make a difference for millions around the world. Owlet has helped more than a million parents keep their children safe while bringing joy and sleep to the parenting journey. We believe every parent deserves the peace of mind that comes with a better understanding of their baby’s needs.

POSITION SUMMARY:

We are seeking a dedicated and tech-savvy Community Management and customer service specialist to be a key voice of the Owlet brand across our social media platforms and a primary point of contact for customer inquiries. This dual-role position requires a proactive individual who can effectively engage with our online community, provide exceptional customer support, and create a meaningful, impactful and effective brand touchpoint for our customers and online community.
This is a contract position, paid on an hourly basis, with an estimate of 20-30 hours per week.

REQUIREMENTS

• Social Media Community Management:
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• Actively monitor and engage with Owlet’s social media channels (e.g., Facebook, Instagram, TikTok, X, LinkedIn, Reddit, YouTube) by responding to comments, questions, and direct messages from parents and caregivers.

• Craft empathetic, clear, and brand-consistent responses that address customer concerns and foster a positive community experience, aligned with the Owlet brand voice and mission.
• Identify trending topics, customer pain points, and opportunities for proactive engagement to enhance brand reputation and loyalty.
• Track sentiment, comments, and customer themes and share with customer service, marketing, and product teams regularly to impact future product and marketing initiatives to support customers
• Collaborate with the broader marketing team to align social responses with ongoing campaigns and product launches.
• Product Reviews Management:
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• Monitor product reviews and customer feedback across Owletcare.com and retail sites

• Respond to customer questions and reviews via reviews platform
• Share review summary reports with broader marketing, product, and customer service teams to impact future product and marketing plans
• Customer Support:
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• Provide expert and empathetic customer service and technical support, primarily through social media and potentially email/chat, assisting customers with inquiries related to Owlet device setup, functionality, performance, and troubleshooting.

• Develop a deep understanding of the Owlet product ecosystem, including the Dream Sock, Owlet Cam, and the Owlet Dream App, becoming proficient in diagnosing and resolving common WiFi, Bluetooth, and app connectivity issues.
• Guide customers through step-by-step troubleshooting procedures with patience and clarity.
• Accurately document customer interactions, feedback, and technical issues to contribute to our knowledge base and inform product improvements.
• Collaborate with the product and engineering teams to escalate complex technical issues and ensure timely resolution for customers.
• Product Expertise & Continuous Learning:
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• Proactively learn and stay current on all Owlet product features, updates, and troubleshooting best practices.

• Contribute to the development of customer-facing FAQs, help articles, and social media content based on common inquiries.

QUALIFICATIONS:

• 1+ years of proven experience in social media management and/or customer service, preferably within the consumer electronics, smart home, or baby tech industry.
• Demonstrated ability to quickly learn and master new technologies and products, with a strong aptitude for understanding technical concepts (WiFi, Bluetooth, app functionality).
• Exceptional written and verbal communication skills, with a keen ability to translate technical information into easy-to-understand language for parents.
• High level of empathy, patience, and a genuine desire to help customers and contribute to their peace of mind.
• Strong organizational skills and the ability to manage multiple inquiries and tasks simultaneously in a dynamic environment.
• Proficiency with social media platforms and an understanding of best practices for community engagement.
• A passion for technology and a strong connection to Owlet’s mission of empowering parents and ensuring infant safety.

Preferred Qualifications:

• Bachelor’s degree in Marketing, Communications, Business, or a related technical field.
• Experience working with user-generated content and brand advocates.
• Personal experience as a parent or caregiver is a plus

Please refer the Job description for details