Social Media Specialist

Job Summary

Managing escalated customer interactions, the full-time remote Social Media Specialist will focus on customer support through social media, analyze user sentiment, and moderate community discussions to enhance platform safety and user experience.

Key responsibilities:

• Manage a high volume of escalated customer contacts with attention to detail and follow-through
• Create Voice of Customer reports using social listening data to assess user sentiment and emerging trends
• Collaborate with cross-functional teams to identify risks to customer experience and suggest policy improvements

Required qualifications:

• 3+ years in a customer-facing role managing escalated interactions
• 2+ years of experience in social media management with platforms like Facebook, Instagram, and TikTok
• Bachelor's Degree in communication, public relations, or equivalent experience
• High proficiency in storytelling through data presentation for senior leaders
• Experience using social media management tools such as Sprinklr or Sprout Social