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Social Media Customer Support Associate

London / Remote
£20,000-£30,000 + benefts
07-02-2021 11:38 PM
Social Media Customer Support Associate
Remote - Candidates may be located in the SF Bay Area, NYC, UK or Portugal

The Role

We’re looking for a new Social Media Customer Support Associate to join our growing marketing team. This role is a great opportunity for someone passionate about creating the best customer experience and social media content to help potential customers join the financial revolution.

Your mission

Create a wonderful customer experience for our Spanish & English speaking customers online across all of our social media platforms - Twitter, Facebook, Instagram, Reddit, Telegram, Youtube to name a few.  Our top priority is to better understand and improve our customer experience. You should be empathetic, friendly, creative and goal-oriented.

It’s important that you live and breathe social media, stay up to date with the latest trends on social media and in the fintech industry to find new ways to engage our community and potential customers.

Candidates may be located in the SF Bay Area, NYC, UK or Portugal

What you’ll be doing primarily:

  • Develop a social media strategy to increase engagement with audiences across social media channels

  • Wok as a liaison between customer support team and marketing 

  • Monitor and report customer support related incidents communicated via social channels

  • Work on engagement strategies across new social media platforms such as Discord or Telegram

  • Work on content for the Learning Portal and the Help Center 

  • Manage Trust pilot, Apple store and Google play reviews platform to inform customer support teams as well as our product teams on direct customer feedback that could contribute to the roadmap planning. 

  • Provide weekly reporting across all social media platforms

  • Brainstorm and contribute new ideas

  • Coordinate social media customer support channels

  • Track and coordinate social media customer support engagement

  • Other duties as required or assigned

Required qualifications:
  • Native/Fluent English language skills

  • Bachelor’s degree preferred, but AA with commensurate experience acceptable, and must be well versed in the best practices of popular social media platforms

  • Passionate about the power of social media and communities, understand the various tones and best practices across each platform and how to navigate brand voice 

  • 1+ years managing social media content including Twitter, LinkedIn, Instagram, Reddit and YouTube. Understanding of platforms metrics and algorithms

  • Must be motivated and thrive in a fast-paced environment

  • Must possess attention to detail and passion for writing and copywriting, with impeccable quality

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