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Social Media Support Lead
Posted on 5/2/2022
INACTIVE
Locations
London, UK • San Francisco, CA, USA • Miami, FL, USA • Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Leadership
Marketing
Social Media
Zendesk
Responsibilities
  • Build a team that provides the highest level of customer service to the millions of Blockchain.com customers on high visibility, high traffic social media channels (includingTwitter, Instagram, Facebook, LinkedIn, Telegram, review platforms & crypto forums, with a combined follower count of nearly 1.5 million)
  • Respond to, and help resolve, incoming social media and other online inquiries in a timely manner. This candidate should be just as happy to get into the weeds as they are building out process & strategy
  • Build team SOPs and establish social media support metrics
  • Identify team tooling needs, and ensure social media cases are properly routed and tagged in Zendesk and other relevant tools
  • Track and monitor customer pain points and feedback to identify patterns and solutions, and provide feedback to Customer Success leadership, Marketing & Product teams
  • Work closely with our Marketing & customer safety teams; help define cross-functional workflows and best practices
  • Act as a brand advocate at all times (including using brand guidelines at appropriate times), and instill this principle in your team
  • Lead the charge during company or industry incidents, providing accurate and impactful incident updates on social media channels and status pages
  • 2+ years of experience working in a social media team in a senior capacity for a recognized brand
  • Strong leadership skills and can make decisions independently
  • A lead-from-the front attitude. You will be expected to respond to customers directly while also scaling the team
  • Good knowledge of cryptocurrencies - you should be passionate about the industry and have a solid understanding of how crypto transactions work
  • Empathetic and active listener with a solid understanding of tone matching. You know how to make customers feel heard, understood, and taken care of, particularly in public channels
  • Knowledge of social media tools; Sprout Social and Zendesk are a plus
  • Flexibility and resilience. You will be expected to be available during company incidents as our social media support leader
  • Utmost integrity and trustworthiness in all client interactions
Blockchain.com

501-1,000 employees

Buy, sell, and trade crypto
Company Overview
Blockchain.com believes that in a decade the financial system of the internet — that is, commerce that happens on the internet — will be the largest financial system in the world. And it will be powered by crypto.
Benefits
  • Competitive Salary
  • Meaningful Equity
  • Crypto Bonus
  • HealthCare
  • Paid Family Leave
  • Get the equipment you need
  • Unlimited Vacation
  • Remote-first
  • Offsites
Company Values
  • Build
  • Stoked
  • Relentless
  • Tenacious
  • Open
  • United
  • Long-term
  • Crypto