Social Listening Analyst

Overview of the role:

We are looking for a Social Listening Analyst (Responding) to join our Social Media, Influencers & PR team and help strengthen the relationship between our brand and its community.

In this role, you will be at the heart of our conversations across social media, helping us understand what, when, and how to respond according to the context of our audience, products, campaigns, sporting events, and the broader market. You will combine community engagement, social listening, and qualitative analysis to identify opportunities, anticipate potential brand risks, and turn audience sentiment into meaningful insights for the business.

You will work closely with Social Media, Customer Service, Product, Marketing, PR, and other internal teams, helping ensure that our responses are consistent with our tone of voice while keeping the community experience at the center of every interaction.

What you’ll do:

• Be one of the voices of the brand across social media channels, responding to comments, questions, mentions, and conversations with empathy, agility, and personality.
• Monitor social media conversations and identify opportunities for proactive engagement and meaningful interactions with our community.
• Understand the context behind each interaction and assess when to engage, when to escalate, and when not to respond, especially in sensitive or potentially critical situations.
• Support the implementation and continuous improvement of social responding processes, guidelines, routines, and response flows.
• Monitor audience sentiment and identify qualitative insights, trends, recurring topics, and potential brand risks.
• Translate community feedback and social media sentiment into actionable insights for teams such as Customer Service, Product, Marketing, Commercial, and PR.
• Support real-time interactions related to campaigns, product launches, games, sporting events, and relevant cultural moments.
• Work with social listening and community management tools such as Sprinklr and Brandwatch to monitor conversations, organize interactions, and support reporting.
• Partner with different internal stakeholders to ensure consistent, accurate, and responsible communication across channels.
• Contribute to reports and analyses related to sentiment, engagement, response patterns, community feedback, and brand perception.
• Help identify relevant creators, influencers, superfans, and communities that can strengthen our relationship with the audience.

What you’ll bring:

• Excellent written communication skills in Brazilian Portuguese, with strong grammar and the ability to adapt language to different audiences, contexts, and regional nuances.
• Strong judgment and sensitivity when communicating on behalf of a brand, especially in situations that may involve criticism, complaints, or potential reputational risks.
• A collaborative mindset and the ability to work closely with different teams to understand context and determine the best course of action.
• Autonomy and organization to establish routines, prioritize interactions, and manage day-to-day activities in a dynamic social media environment.
• An analytical mindset and curiosity to go beyond individual comments and identify patterns, sentiment, trends, and opportunities.
• Emotional maturity to handle challenging interactions without reacting impulsively and to consider different perspectives before making decisions.
• A continuous-learning mindset and genuine interest in digital culture, communities, social media, and emerging online behaviors.

We require a candidate who has achieved or is capable of the following:

• Previous experience with social media responding, community management, customer engagement, social listening, or digital customer service, ideally at a mid-level scope.
• Demonstrated experience writing and interacting with audiences on behalf of a brand.
• Ability to understand and consistently apply a brand’s tone of voice and communication guidelines.
• Experience monitoring conversations and identifying engagement opportunities, relevant trends, audience sentiment, and potential issues.
• Familiarity with social listening, community management, or customer experience platforms such as Sprinklr, Brandwatch, Buzzmonitor, Emplifi, or similar tools.
• Ability to work cross-functionally and navigate situations that require alignment with Customer Service, Product, Marketing, PR, or other stakeholders.
• Intermediate English, particularly for reading reports, accessing global materials, and communicating in an environment with Brazilian and international stakeholders. Advanced English is a plus.
• Interest in or knowledge of sports, football, gaming, digital entertainment, iGaming, betting, esports, or online communities is considered a plus.
• Experience working with real-time conversations, sporting events, entertainment brands, or highly engaged digital communities is also a plus.
• Availability to support relevant live moments and events when required.

We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply 🚀

Benefits:

• Transportation allowance according to need (for hybrid and in-person positions)
• Health insurance
• Dental insurance
• Meal allowance
• Access to TotalPass
• Life insurance
• NSX Care
• Financial incentive for learning
• Udemy
• Opportunities for growth in a dynamic and global environment and more.