Pay- $42,800 per year
Role
To serve as the voice of Nuvia inside the SML MKR Club Facebook group, by creating a high-trust, emotionally safe, and highly responsive community experience at scale.
This role exists to guide members through one of the most important decisions of their lives by helping them move from fear and uncertainty to clarity, confidence, and connection.
Admins operate as patient-obsessed advocates, emotional guides, and trust builders—ensuring every interaction reflects empathy, accuracy, and strong judgment while staying within established boundaries.
In a fast-paced, high-volume environment, this role requires quick decision-making, clear communication, and the ability to navigate ambiguity while consistently acting in the best interest of both the member and Nuvia. We have 140,000+ members in the group, with 20,000-30,000 active members a week.
Success in this role means:
- Every member feels seen, supported, and informed
- The community remains positive, trustworthy, and well-managed
- Members are confidently guided toward the right next step in their journey
Responsibilities
- Help manage SML MKR Club pending posts, membership requests, monitoring comments, and overall health of the Club, including answering 101 member questions and deleting problematic comments, or removing trouble-making members (in a timely manner).
- Engage with members by responding to posts and comments with warmth and empathy, ensuring members feel heard and cared for.
- Foster a positive Environment: Uphold a welcoming tone in group discussions, encouraging others to share their stories and advice. Monitor for and address any content that disrupts the atmosphere in a kind and warm way.
- Content creation in Canva - Manage giveaways, Holiday Graphics, and Engaging Content that gives our members something to come look for.
- Promote trust-based marketing by being transparent and fostering emotional healing alongside support.
- Handle disputes, escalations, and sensitive situations quickly and effectively by following established processes and communicating updates to the team in real time.
- Join daily huddles with teammates
- Work with SML Ambassadors to answer questions in SML MKR Club (if/as needed)
- Work with the medical side regarding medical questions and answers
- Work with the team in Project Online Pulse Channel to get assistance on situations that need higher-up support/attention.
- Keep team updated on any issues that arise in SML MKR Club
- Track and report weekly activity metrics (posts approved, declined, comments removed, leads generated, etc.) and complete weekly check-ins to share progress, roadblocks, and ideas.
- Maintain professionalism and discretion when engaging with members, avoiding cost or medical advice and directing those inquiries to the appropriate resources.
Results
- Monthly, weekly, and daily goals that align with our projected growth
- Success is measured from SML MKR Club growth, health, trust and lead generation
- Maintain a positive and supportive environment in SML MKR Club
- Maintain member engagement and user-generated content that feeds the positive atmosphere.
Success in this role is measured by the overall health, trust, engagement, and influence of the
SML MKR Club.
- Maintain a high-trust, positive community environment by consistently applying the SML MKR Club Filter and quickly addressing negativity, misinformation, or conflict
- Execute with speed and strong judgment by managing posts, comments, and member activity in a timely manner while navigating high volume and ambiguity effectively
- Deliver an exceptional member experience where every member feels seen, supported, informed, and confident in their journey
- Drive meaningful engagement and connection by encouraging participation, storytelling, and peer-to-peer support
- Support member progression from fear → confidence → action → advocacy, contributing to patient readiness and trust-based decision-making
- Maintain strong team alignment through proactive, consistent communication, surfacing issues, trends, and opportunities in real time
Requirements
- Great customer service skills with a patient/member-first mindset.
- Strong communication skills with both the team and within the Club, demonstrating empathy, warmth, and clarity.
- Exceptional communication habits, including proactive and frequent updates—this role requires over-communication to ensure alignment, speed, and team awareness.
- Ability to work within integrity and provide the best experience for our potential patients.
- Excellent written communication skills that reflect the welcoming and supportive tone of the SML MKR Club.
- A proactive self-starter with a flexible work approach and a motivated, energetic, “can-do” attitude.
- Professional presentation and a helpful, supportive team mindset.
- Vibrant personality with the ability to build strong relationships with patients via social media.
- MVP Teamwork: Willingness to collaborate, share insights, and continuously learn from teammates.
- Strong problem-solving skills with the ability to move quickly, think critically, and make sound decisions—even in high-pressure or ambiguous (“grey area”) situations.
- Ability to set aside personal feelings or opinions to make decisions that align with Nuvia’s best interests and brand standards.
- Adaptability and problem-solving: Ability to assess situations, identify needs, and execute effective solutions quickly.
- Comfort working in a fast-paced environment with high volumes of activity, where tasks may involve multiple steps and require quick turnaround.
- Ability to follow established processes (such as dispute resolution) quickly, accurately, and consistently.
- Patient obsession and deep alignment with the group’s mission, including prioritizing you-centric language and fostering trust and emotional healing.
- Alignment with the Groups Mission that includes a deep understanding and prioritizing you-centric language over we-centric communication. A personal dedication to fostering trust, and emotional healing.
- Ability to work independently while managing a high workflow of engagement and moderation responsibilities.
- Familiarity with Facebook Group tools and Google Workspace; ability to stay current on platform standards and compliance.
- Highly adaptable and comfortable balancing structure with change—able to follow established processes while quickly adjusting to new directions, evolving workflows, and shifting priorities without losing momentum.
- Take instructions from the after-hours/weekend team lead.
