We are a dynamic multi-industry organization at the forefront of technology, specializing in cutting-edge solutions across social media, video streaming, gamification, and blockchain. Our mission is to drive innovation and build engaging platforms that deliver exceptional user experiences. We are looking for a social media support specialist to serve as the bridge between the company and its audience, often by providing customer service, responding to comments or direct messages, and escalating complex issues as necessary.
Position Overview:
We are seeking an experienced social media support specialist who will be responsible for managing interactions on social media platforms, addressing customer concerns and inquiries, and maintaining the brand's online reputation. The ideal candidate should be skilled in communication, problem-solving, and often use analytics to improve user engagement and customer satisfaction. This will include responding to messages, monitoring feedback, escalating issues to the appropriate teams, and ensuring a positive experience for users across social channels. This is an IN-OFFICE position. We're located in Plano, Texas.
What You will Do
Engaging with customers through social media platforms like Facebook, Instagram, Twitter (X), LinkedIn, etc. This includes responding to comments, DMs, and public queries.
Addressing customer concerns, troubleshooting issues, and providing resolutions or directing customers to the appropriate department for further assistance.
Keeping an eye on mentions, tags, and relevant keywords related to the brand to identify issues that may need attention.
Handling difficult situations or public complaints, working to maintain a positive brand image.
Forwarding complex or unresolved issues to the appropriate team members, whether it's a technical team, marketing department, or upper management.
Compiling data and reports on customer sentiment, recurring issues, or the effectiveness of responses.
Often working alongside the marketing team to ensure the brand's voice and messaging are consistent across platforms.
Who You Are
Bachelor's degree in communications, public relations, business administration, or a related field is preferred
Prior experience in social media support or customer support is required
Demonstrated familiarity with major social media platforms (Facebook, Twitter, Instagram, LinkedIn, etc.) and their customer service tools (e.g., Facebook Messenger, Twitter Support, etc.).
Handling business accounts and using tools like e.g. Hootsuite, Sprout Social, or other social media management platforms is a plus
Experience with tools like Google Analytics, Facebook Insights, or social listening platforms to track customer trends and issues
Ensuring that every social media response adheres to the company's guidelines and is free from errors
The ability to collaborate with different departments such as marketing, PR, and technical teams when issues need to be escalated or solved in coordination
Social media trends change frequently, and the ability to adapt to new tools, features, and customer behavior is crucial