Social Media Customer Advocate – Influencer

This is a fully remote position, open to applicants in Canada.

📋 Description

• In the role of Customer Advocate with a focus on social media, you will be tasked with managing and addressing customer inquiries and feedback across a variety of social media platforms.

• Actively monitor and engage with customer questions and comments on Tractive's social media channels.

• Provide timely responses to customer inquiries, ensuring accurate information and effective resolutions.

• Foster and sustain positive relationships with customers through interactions on social media.

• Recognize and value positive customer feedback while addressing concerns with empathy and professionalism.

• Investigate and resolve customer issues and complaints via social media, guaranteeing customer satisfaction.

• Collaborate with Tier 1 and Tier 2 support teams as needed to address complex issues.

• Distribute relevant content, updates, and announcements on social media platforms to engage and inform our customer base.

• Gather and report customer feedback, trends, and insights from social media to the appropriate teams within the organization.

• Advocate for enhancements in our products and services based on insights gathered from social media feedback.

• Follow company guidelines and policies while representing Tractive on social media platforms.

⛳️ Requirements

• Curious and genuine, just like us! #beboldr

• An analytical thinker with a keen eye for even the smallest details.

• Driven by a passion for client satisfaction.

• A bachelor's degree in marketing or a related field.

• A minimum of 2-3 years of experience in customer support, particularly in social media management.

• Strong grasp of various social media platforms and their best practices.

• Previous experience with social media support tools is preferred.

• Excellent written communication skills, capable of crafting engaging and concise responses.

• An empathetic, customer-focused mindset with the ability to effectively resolve issues.

• Familiarity with pet-related products or services is advantageous.

• Capability to thrive in a fast-paced and dynamic environment.

• A passion for pets and an understanding of their needs.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Flexible working hours and the possibility of remote work.

• Opportunities for professional development and career growth.

• A fun and inclusive work environment with a passionate team.

• Employee discounts on pet-related products and services.