Customer Service - Social Media Advocate

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Customer Advocate with a social media focus, you will be responsible for managing and responding to customer inquiries and feedback across various social media platforms. You will play a vital role in enhancing our brand's online presence and ensuring that customers receive timely and personalized support.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

• Social Media Management:
  • Monitor and actively engage with customer inquiries and comments on social media channels, including but not limited to Facebook, Instagram, and YouTube, TikTok
  • Respond to customer inquiries promptly, providing accurate information and resolutions.
• Customer Engagement:
  • Build and maintain positive relationships with customers through social media interactions.
  • Acknowledge and appreciate positive customer feedback and address concerns with empathy and professionalism.
• Issue Resolution:
  • Investigate and resolve customer issues and complaints via social media, ensuring customer satisfaction.
  • Collaborate with Tier 1 and Tier 2 support teams when necessary to resolve complex issues.
• Content Sharing:
  • Share relevant content, updates, and announcements on social media platforms to engage and inform our customer base.
• Feedback Loop:
  • Compile and report customer feedback, trends, and insights from social media to the relevant teams within the organization.
  • Advocate for improvements in our products and services based on social media feedback.
• Social Media Guidelines:
  • Adhere to company guidelines and policies when representing Tractive on social media platforms.
  • Maintain a consistent and professional brand voice.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE

• Curious and authentic, just like us! #beboldr

• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction

YOU HAVE

• Bachelor's degree in marketing or any field related.
• Minimum of 2-3 years of experience in customer support, with a focus on social media management.
• Strong understanding of various social media platforms and their best practices.
• Previous experience with social media support tools is preferred.
• Excellent written communication skills, with the ability to craft engaging and concise responses.
• Empathetic and customer-centric mindset, with the ability to resolve issues effectively.
• Ability to work in a fast-paced and dynamic environment.