Responsibilities:

• Assist with customer inquiries and escalations via Twitter, Facebook, Facebook Groups, and Instagram within our Social Media platforms
• Ensure maximum member satisfaction through precise, timely, and on brand interactions across all platforms
• Identify product opportunities to improve the member experience and assist in preparing and delivering proactive messages to the member as appropriate
• Research and escalate problems and issues when appropriate, log bugs, and troubleshoot technical problems and direct members as necessary
• Provide feedback to management regarding changes and updates; including upgrades, functionality and member support issues
• Pinpoint emerging member trends in real-time to elevate as call-to-action/user-generated brand engagement opportunities

Qualifications:

• 1+ years of experience in customer service or account management supporting a product/solution; social platform experience (Facebook, Facebook Groups, Instagram, Twitter, etc.)
• Ability to work remotely with reliable internet access
• Contemporary understanding of social media channels and best practices, including, but not limited to Instagram, Facebook, Facebook Groups, Twitter, and Tiktok.
• Experience in B2C social media marketing and understanding of the difference between professional and personal use
• Competency in SMMS and intelligence tools, Sprout Social preferred
• Ability to research and provide a timely response to member issues
• Demonstrated comfort working with multiple tools simultaneously
• Demonstrated collaboration skills and excellent organizational and communication skills
• Ability to thrive in a dynamic, fast-paced, team-based environment
• Ability to flourish within a startup environment and adapt to change