Social Media Engagement Coordinator

At boostCX, we aim to help brands build genuine human connections with their customers. We partner with our clients to manage their brand reputation and problem resolution through human interactions. We use insights gathered from those interactions to form strategy, then execute across all areas of social, including community management, listening, content, reporting, and crisis management.

**This job is for you if**:

- You are a social media enthusiast and are confident with digital technology and know the latest trends in social media like the back of your hand
- You have sound and reasonable judgement with a mindset for brand awareness as you will have to make sure posts and responses are in accordance with our client’s policies and guidelines
- You have proficient communication skills, and you are able to “read” between the lines
- Your background experience comes from community management, moderation, customer service and/or social media management
- You are a natural problem solver experienced in anticipating client needs during all stages of the customer life cycle, and can multi-task, prioritize, and communicate for a seamless online experience
- You work towards a high online community standard of excellence that represents the voice of our clients

**What You’ll Do**:

- Demonstrate genuine care and empathy with company emphasis on world class customer care, to a large, public audience using multiple social media tools
- Play a role in helping to identify trends and potential crises, liaising with various departments to respond with urgency to protect the brand’s reputation
- Focus on providing exceptional service for every aspect of the customer experience
- Assign inquiries to other areas and follow up to ensure that they are received and responded to
- Handle the recovery process for a service failure, in pursuit of the higher goal of prevention
- Preserve the relationship between the business and our customers, to the best of their ability
- Share feedback and suggestions from the online community to the management team to drive positive change
- Other duties as assigned

**What You’ll Need**:

- 2-3 years’ experience in crisis moderation and community engagement on social media, preferably for a global brand with a large social media presence
- Online customer service experience, particularly in a one-to-many (public) communication format.
- Experience using third-party social moderation and listening platforms, such as Sprout Social, GMB or others
- Excellent knowledge of Facebook, Twitter, LinkedIn, Instagram, Google My Business, Yelp, and other social media best practices
- To be aware of the intricacies of online written communication - You can convey the right message with the right tone, balancing authority with support - Excellent written communication skills with a demonstrated ability to write clearly, succinctly and in a manner that appeals to a wide audience
- To keep in mind the nuances of communicating with a global audience with a wide range of sensibilities and cultural backgrounds.
- To have strong attention to detail, and problem-solving skills, using research and experience to make informed decisions
- Strong empathy skills, strong customer focus & strong organizational skills
- To be enthusiastic, motivated and possess a positive attitude
- To have excellent computer skills & the ability to meet tight deadlines
- Ability to build and maintain positive and professional working relationships
- Ability to understand situations and act immediately with mínimal supervision
- To be quick to learn systems, processes and procedures and adapt to change
- Able to adapt to a fast-paced and rapidly changing environment
- Flexibility to work various shifts to support 24/7/365 operation (may at times include overnight, weekends, holidays, and/or overtime hours)

**The Rewards**:

- Remote Work Opportunities
- Grow your career with challenging and rewarding work that makes a difference
- Opportunity to give back through our social responsibility initiatives
- Work with a fun, passionate team

**Job Types**: Full-time, Contract

Application Question(s):

- Please describe, with specific examples and details, your relevant experience in the Social Media Response & Brand Management field.

**Experience**:

- Social Media & Customer Service: 1 year (required)

**Language**:

- Spanish (preferred)