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Customer Support Social Media Specialist
Posted on 8/3/2022
San Francisco, CA, USA • Remote in USA
Experience Level
Desired Skills
Social Media
  • Multiple years of demonstrated experience working in a social media support consumer facing role
  • Extensive experience managing external customer support teams, KPIs, quality assurance, customer satisfaction metrics, etc
  • Strong familiarity with e-commerce
  • Excellent work ethic and acute attention to detail needed
  • Passion for user experience and advocation of customer feedback
  • Personal interest in social media, primarily in engagement and listening tools, metrics, content strategy, branding, etc
  • The ability to balance qualitative and quantitative data
  • Exceptional writing and communication skills
  • Follow-up skills and a strong sense of accountability and ownership are a must
  • Respond to, and help resolve incoming social media and other online inquiries on time. This candidate should be just as happy to get into the weeds as they are building out the process & strategy
  • Build team SOPs and establish social media support metrics
  • Acting as the primary owner of all multilingual social media support provided by external partners, including workflow design, rolling out new social support initiatives, and monitoring performance
  • Administration of tools and platforms used for engaging with customers: Sprout Social, Trustpilot, BBB, Google Play, Apple App Store, etc
  • Developing an intimate understanding of the Wish platform and its customer support flows
  • Track and monitor customer pain points and feedback to identify patterns and solutions and provide feedback to Customer Success leadership, Marketing & Product teams
  • Working with stakeholders such as influencer management, product owners, internationalization, brand, etc
  • Managing the creation of customer engagement strategies, primarily around proactive support and help content
Company mission
Wish is shopping app, putting a digital shopping mall of affordable goods directly in the pockets of consumers worldwide.