SOCIAL CARE SPECIALIST

Social Care Specialist

We're seeking an empathetic and creative problem solver to join our Brand Social Team reporting our Global Brand Social Lead. As a Social Care Specialist, you will play a crucial role in representing our brand and engaging with our customers on various social media platforms. You'll become an expert in understanding our products and services, and the client brand, and will provide exceptional support to our valued customers.

 

Responsibilities:

1. Social Media Engagement: Engage with customers across different social media channels (e.g., Twitter/X, Facebook, Instagram, LinkedIn) to respond to their inquiries, comments, and feedback promptly. Your goal will be to provide helpful, empathetic, and personalized responses that are brand-right for the client to ensure a positive customer experience.

2. Product Expertise: Become a proficient user of our products and services, allowing you to address customer questions, troubleshoot issues, and educate them on best practices for optimal usage.

3. Troubleshooting and Technical Support: Utilize your strong technical aptitude to resolve customer issues and technical problems effectively. You'll troubleshoot customer-reported issues and collaborate with the relevant teams to find timely solutions.

4. Customer Experience Enhancement: Continuously evaluate support interactions to identify opportunities for improving efficiency and customer satisfaction. Your insights and feedback will contribute to enhancing our overall customer support operations.

5. Collaboration and Feedback: Act as a bridge between our customers and the internal product team and marketing team. Gather valuable feedback from customers, report recurring issues, and advocate for customer needs and preferences to help influence product development decisions.

 

Requirements:

1. Previous Experience: 3-4+ years of experience in customer support, preferably in a SaaS or consumer tech environment. Experience in handling customer inquiries on social media platforms is a must.

2. Communication Skills: Possess excellent written and verbal communication skills in English. You should be able to convey information clearly, concisely, and in a friendly manner and be able to adapt your approach depending on the issue and needs of the situation.

3. Empathy and Customer Focus: Display a genuine passion for providing exceptional customer experiences. Empathize with customers' concerns and demonstrate a deep understanding of their needs.

4. Attention to Detail: Exhibit a tenacious work ethic with relentless attention to detail. This quality will help you ensure accurate responses and solutions for customers.

5. Technical Proficiency: Demonstrate a natural aptitude for troubleshooting technical issues and be comfortable navigating various digital tools and platforms.

6. Social Media Knowledge: Familiarity with various social media platforms and a keen awareness of social media trends and best practices for customer engagement.

7. Tool Proficiency: Previous experience with customer support tools such as Zendesk or Khoros is advantageous, and familiarity with Asana is a plus.

Join us as a Social Care Specialist, and be part of our mission to inspire confidence, clarity, and autonomy in our customers through personalized and seamless support. Your dedication will contribute to creating memorable experiences that our customers value and praise, as we continue to grow and expand our global footprint.