Associate Social Media Listener

Description

• Monitor, escalate, and respond to brand mentions, comments, DMs, and conversations across social media channels and customer communities.
• Communicate and provide resources for customers by responding to comments on paid ads, customer communities, and across our social media channels.
• Assist and respond to customers with various product and service needs via Facebook Groups, customer communities, and social channels.
• Proactively collaborate with key stakeholders across the organization to action customer issues in a timely manner and escalate as needed.
• Capture and track data on customer sentiment and reviews, and track it for reporting and escalations.
• Use community guidelines as needed to ensure a positive and safe environment in our social spaces.
• Building brand personality and customer trust through regular one and two-way communications with our community.
• Provide timely, helpful responses to customer questions, appropriately route escalations, and surface insights about customer sentiment and trending topics.
• Continuously improve internal processes by identifying opportunities for improvement that contribute to a first-class customer experience.

Requirements

• Retain a high level of knowledge and familiarity with ServiceTitan’s products, services, and the field services industries.
• 2 years experience with social media management and/or experience with Facebook groups
• Comfortable with technology and learning new tools quickly
• Familiarity with Salesforce or CRM systems
• B2B or SaaS industry experience
• Customer-first mindset; genuinely enjoys helping people
• Reliable and secure access to high-speed internet.
• Excellent written communication skills; friendly, professional, empathetic tone
• Detail-oriented with ability to multitask across multiple channels
• 2 years experience with community management and/or customer support

Benefits

• Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.

Training + Development

Interview process

Visa Sponsorship

Security clearance