Social Media Representative

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Job description

Job Title: Social Media Representative
Location: Austin, TX
Duration: Contract to Hire

Summary: Social media team is part of the Global Customer Service function. Our Global teams mainly located in Malta and Malaysia, operating 24x7 to ensure we are reachable by all our valued customers. The Social Media team support and resolve all customer queries and feedback raised through our online platforms such as Telegram, Discord, Forums, etc.

The successful candidate will think big about the future of FinTech (Crypto, Blockchain, etc.) and how you can bring greater customer experience through the interactions. You'll continuously look out for any other areas for improvement and engagement with customer. You will possess the ability and willingness to balance customer needs with business priorities and articulate the rationale behind decisions.

Responsibilities:
Attending to all customer queries, concerns, and comments posted to the company's social media platforms.
Liaising with product managers, and the marketing team to meet and exceed customer expectations.
Reviewing all social media posts for accuracy and ensuring inappropriate content is flagged/alerted.
Working with the marketing team to develop comprehensive social media strategies.
Maintaining a working knowledge of company products to effectively communicate with customers.
Creating and maintaining strong relationships with company partners and external stakeholders.
Staying informed on social media trends, innovations, and changes.
Qualifications:
A bachelor's degree in social media management, marketing, customer service, or a related field.
A minimum of 2 years' experience as a social media agent, customer service, or a similar role.
Excellent knowledge of social media best practices.
Ability to effectively use a variety of social media platforms, such as Twitter, Telegram, Facebook, Instagram, LinkedIn, Discord, Reddit, etc.
Solid customer service skills with good communication and interpersonal skills. Multi-language skill would be a plus.
Ability to work independently in a fast-paced environment.
Willingly to work according to given schedule to support 24x7 operations.

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