Job Description:

Primary Tasks:

Monitor and manage social media channels for customer inquiries and feedback.Respond to comments, messages, and mentions on social platforms, reviews sites and other platforms in a timely and professional manner.Identify and escalate urgent issues or negative sentiments to the appropriate teams.Manage customer support site, including updating existing articles, creating new self-help articles and videos based on customer feedback and making continuous improvements to maximize customer self-help and satisfaction.Maintain brand voice and consistency in all interactions.Track and analyze response metrics to improve engagement and response times.Create monthly metrics/KPIs reporting.Monitor social media platforms on weekends twice monthly.Other duties as assigned

Additional Responsibilities:

Collaborate with content creators to ensure alignment in messaging.Stay updated on industry trends, tools and best practices in social media engagement.Participate in the development of FAQs and response templates.Conduct regular audits of social media interactions to identify areas for improvement.Provide insights and feedback to marketing teams on customer sentiment and trends.

Qualifications:

Minimum 3 years' experienceExperience in social media management.  Strong written and verbal communication skills.Ability to handle challenging situations with empathy and professionalism.Proficiency in social media platforms and analytics tools.Excellent organizational skills and attention to detail.

Preferred Skills:

Knowledge of social media management tools (e.g., Sprout Social).Familiarity with crisis management strategies in a digital context.Ability to work independently and as part of a team.