We are seeking a Manager to join our Marketing team and lead a customer support team in improving customer experience with our brands and building a community.
We are looking for Senior Manager, Social Media Community Management to oversee a team of customer support on social media for e-commerce brands.
The ideal candidate will have a passion for customer experience and insights, community building, the startup world, and all things social media. How do better communicate and engage our customers, who are commenting like crazy on our social posts clamoring for updates on shipping, inventory and highly specific product details?
Oversee a growing team of community managers that act as the voice of our brands
Handle the front lines of support by improving response time and NPS rating
Ensure on-brand responses to every Facebook and Instagram comment, DM, tweet and beyond
Deliver awe-inspiring customer service on Facebook, Twitter, Instagram, LinkedIn, Pinterest, YouTube and other social platforms
Work across teams to ensure consistent messaging on key product and brand details
Liaise with the marketing team to use customer insights to inform content strategy
Leverage social listening to widen scope of brand and relevant subject mentions online and devise strategies to incorporate our brands into those conversations
BA/BS degree or equivalent working experience
2-3 years experience managing customer support teams on social media
3-5 years experience in customer experience and social media
Passionate about fostering communities
Natural conversationalist who enjoys interacting with customers and understands how to respond with empathy and sell authentically
Strong familiarity with all social platforms
Organized, friendly and patient
Never satisfied with status quo; always asking how can do we better
Eager to learn and take on new and varied responsibilities
Must be available to field the occasional message outside of typical business hours