Offer summary

Qualifications:

Bachelor's degree or certification in a creative or technical field., 2-3 years of experience in community engagement, technical support, or customer support., Proficiency in Spanish and English, both written and verbal., Experience in creating social media content and handling social media engagement..

Key responsibilities:

Respond to user questions and resolve issues on social media platforms like Facebook, Instagram, X, and YouTube.

Create and deliver high-quality responses and proactive content to engage customers.

Collaborate with product teams and stakeholders to address complex issues.

Mentor junior team members and ensure adherence to response targets and quality standards.

Job description

Job Title: Social & Engagement Specialist
Location: New York, NY – Remote in EST Timezone.
Duration: 12 months
Contract Type: W2 only
Pay Rate: $33.34/Hour

Opportunity

Client’s End-to-End Experience Journey & Enablement team helps millions of users find success with Client’s products, engages and enables them to seamlessly achieve their creative goals.
We connect with our customers through high-value, relevant, targeted content in-app, on the web, and on our HelpX, social, and community platforms.
We engage with our customers through proactive content and real-world experts in communities and social that provide help, inspiration, and creative success and engagement.
We are looking for a Social and Engagement Specialist who needs to respond to questions from users on Facebook, Instagram, X, and YouTube.
Need to help the Spanish customers in their native language.
The candidate needs to have experience in creating social content.
In this role, you will be instrumental in ensuring an exceptional customer experience by engaging with our creative users on key social platforms.
You will be required to be proficient in the product and domain to which you are assigned and ensure high-quality product experiences through strong collaboration and time management skills.
You will be expected to maintain a high standard of quality, empathy, and integrity in all your transactions.

What you will do

Deliver high-quality responses and proactive content and conversations to Client’s customers on social media channels and other messaging apps
Respond to and resolve user queries related to domain and products assigned
Collaborate with product teams, community experts, and stakeholders when resolving complex issues
Identify, define, and share top emerging issues to key partners and stakeholders
Serve as exemplar and mentor for team members in their interactions and communications
Meet targets and SLAs (Service Level Agreement) for response, quality, guidelines, and goals
Develop a basic understanding of automation and updating chat bots
Invest in growing domain expertise, product knowledge, and community best-practices
Gather social data and insights using native and external dashboards
Mentor junior members to ensure successful onboarding and enablement

Skills:

Content creation skills, knowledge & preferably certifications
2-3 years’ experience in community engagement, technical support, or customer support
Advanced-level troubleshooting skills
Great to excellent verbal and written communication skills in English
Beginner-level expertise with data analytics, spreadsheets, and presentation software
Ability to collaborate with multiple teams and stakeholders when resolving user queries
Demonstrated knowledge of social media engagement