Social Media Manager

You will be the frontline representative of our brand, ensuring every customer interaction is positive and helpful. You will handle customer inquiries across multiple channels (email, chat, phone, social media) and also manage and grow our social media presence, turning every touchpoint into an opportunity to delight.

Key Responsibilities:

Respond promptly and professionally to customer inquiries via email, live chat, phone, and social media.
Resolve customer issues efficiently while maintaining high customer satisfaction.
Monitor and manage our social media accounts (Instagram, Facebook, Twitter, TikTok, etc.).
Engage with followers, respond to comments/messages, and build a positive online community.
Create and schedule engaging, on-brand content across platforms.
Collaborate with the marketing and product teams to provide feedback and insights from customer interactions.
Track common customer issues and suggest improvements to processes and FAQs.
Monitor brand mentions and sentiment online, addressing concerns and boosting positive feedback.

Qualifications:

Proven experience in customer service and/or social media management.
Strong written and verbal communication skills.
Empathetic, patient, and solution-oriented mindset.
Proficiency with tools like Zendesk, Gorgias, or Freshdesk (or similar CRM platforms).
Experience using social media management tools like Buffer, Hootsuite, or Later.
Ability to multitask and manage time effectively in a fast-paced environment.
Creative mindset with a good eye for branding and tone.

Bonus Points: