Social Support Coordinator
Employment Status: Full-time, exempt
Location: US, remote
Base Salary Range: $47,000pa
The Role:
As a Social Support coordinator, you will be responsible for assisting existing and prospective customers on defined social media platforms to a high standard, both reactively and proactively. You will represent the company on social platforms, reinforcing our professional yet friendly approach and will build rapport with advocates and key communities. You will work closely with our UK-based Social Support Manager and global customer service team to hit our social KPIs and strive for improvements, looking for opportunities to innovate and broaden our reach.
Core responsibilities include:
- Maintain a presence on defined social platforms, responding to customer queries in a timely, friendly, problem-solving manner
- Monitor and respond to Youtube comments on our brand videos
- Absorb customer trends and sentiment reporting back to Support Management and Marketing at regular intervals
- Facilitate online conversations with customers, inspiring brand advocacy
- Management of relationships with brand advocates
- Monitor and engage in brand related online conversations
- Report on online reviews and feedback from customers and fans
- Knowledge and experience of key social platforms - Facebook, Instagram, X/Twitter, YouTube, TikTok
- Excellent communication and collaboration skills
- Friendly, calm, professional approach to customer engagement
- Experience dealing with customers
- A passion for audio and music
- Audio tech knowledge would be an advantage
- Experience with (or at least knowledge of) our family of products