Offer summary

Qualifications:

1-3 years of experience in a customer-facing role, preferably in a technical environment., Strong written communication skills and fluency in English; proficiency in multiple languages is a plus., Familiarity with social media management tools and customer support management tools is highly desirable., A genuine passion for social media, technology, and understanding of US cultural trends..

Key responsabilities:

Manage inbound customer support inquiries on social media platforms like LinkedIn, Facebook, and Instagram.

Deliver timely and accurate responses to both technical and non-technical customer support inquiries.

Assist in creating new processes and tools to expedite support processes and improve customer experience.

Collaborate with various teams to support brand adoption and respond effectively to customer inquiries.

Job description

Zoom is an award-winning workplace. We have been recognized by Comparably and Glassdoor as #1 CEO, Company Happiness, Benefits, Compensation, Diversity, and more! Our culture focuses on delivering happiness, our commitment to transparency, and the tangible benefits we provide our employees and our customers.

We are searching for a self-motivated and dynamic individual to join our team as a Social Media Manager - Customer Support. In this role, you will play a pivotal role in delivering outstanding support to our global customer base through our primary social media channels. We're looking for an ideal candidate who is collaborative, highly sociable, a natural problem-solver, and eager to learn. This entry-level position will collaborate closely with the Zoom Social Media and Community team to ensure rapid and effective responses to customer support conversations across various social media platforms. Our ultimate goal is to provide the best possible experience to our customers, regardless of how they choose to interact with us.

Work from the comfort of your own home
Comprehensive healthcare benefit for you and your dependents
Mental wellbeing programs for you and your dependents
Competitive time off and vacation policy
Thriving workplace culture centered on caring, diversity, and inclusion

Manage inbound customer support inquiries on our primary social media platforms, including LinkedIn, Facebook, X (Twitter), Instagram, TikTok, and other social channels or review websites.
Deliver timely and accurate responses to customer support inquiries, addressing both technical and non-technical issues.
Provide first contact resolution of customer issues, technical and tactical support for complex customer problems, as well as high-value projects and initiatives, following strict company policies.
Assist in creating new processes and tools aimed at expediting our support processes.
Cultivate relationships with various organizations, including technical customer support and services, product development, sales, billing, training, DevOps, and more.
Play a key role in creating and validating processes for responding to customer inquiries.
Work alongside the brand/marketing teams to support brand adoption through company events, creative marketing initiatives, partner programs, and other adoption programs

1-3 years of experience in a customer-facing role, with a preference for those who have supported customer inquiries in a technical environment.
Fluency in English, and proficiency in multiple languages is a plus.
Must be able to work US time zone shift (6:00am - 3:00pm PST, Tuesday - Saturday).
Strong written communication skills.
A genuine passion for social media, community, online forums, technology, and popular culture, along with an understanding of existing and emerging US cultural trends.
Previous experience with social media management tools such as Sprout, Khoros Care, Sprinklr, or related technology platforms is a plus.
Prior experience with Zoom or other industry-leading customer video collaboration platforms is an advantage.
Previous experience with customer support management tools such as Zendesk or ServiceNow is highly desirable.
Ability to quickly adapt to a rapidly changing technology landscape.
Strong organizational and time management skills.
An ability to work effectively both individually and in a team environment.
Capable of working during the night shift or within US working hours, weekends, as well as on Philippine holidays.