Job Description

What You'll Do

• Monitor and respond to messages, comments, and inquiries across social media platforms in a timely and professional manner.
• Maintain the brand's voice and tone while adapting responses based on the nature of each interaction.
• Handle difficult or sensitive conversations calmly, professionally, and with sound judgment.
• Identify and escalate complex concerns, reputational risks, or sensitive issues to the appropriate internal teams.
• Ensure social media interactions are properly tagged, documented, and handled according to established guidelines.
• Recommend improvements to response guides and communication processes based on recurring customer concerns and past interactions.
• Support the scheduling and publishing of social media content.
• Coordinate with multiple internal stakeholders to ensure accurate and consistent communication.

What We're Looking For

• Strong verbal and written communication skills in English.
• Experience in social media community management, customer engagement, digital communications, or a similar role is preferred.
• Familiarity with social media management platforms; experience with Sprinklr is an advantage.
• Ability to remain composed and professional when handling challenging or sensitive interactions.
• Detail-oriented with strong focus on accuracy and consistency.
• Strong coordination and stakeholder management skills.
• Comfortable working in a fast-paced environment and managing multiple conversations or requests.
• Knowledge of an additional European language is a plus, but not required.

You'll Be a Great Fit If You

Enjoy engaging with online communities, communicating clearly, and representing a brand professionally. You are attentive to detail, know when an issue needs to be escalated, and can balance speed, accuracy, and empathy when responding to customers online.