Social Media Customer Advocate – Influencer

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

📋 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 multiple social media platforms.

• Actively monitor and engage with customer questions and comments on Tractive's social media channels, which include, but are not limited to, Facebook, Twitter, Instagram, and YouTube.

• Timely respond to customer inquiries, ensuring the provision of accurate information and effective resolutions.

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

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

• Investigate and resolve customer issues and complaints through social media, ensuring satisfaction.

• Collaborate with Tier 1 and Tier 2 support teams when necessary to tackle complex issues.

• Share pertinent 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 gained from social media feedback.

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

⛳️ Requirements

• Inquisitive and genuine, just like us! #beboldr

• An analytical thinker with a keen eye for detail.

• Committed to client satisfaction.

• 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 comprehension of various social media platforms and their best practices.

• Previous experience with social media support tools is preferred.

• Exceptional written communication skills, with the capability to create engaging and concise responses.

• An empathetic, customer-focused mindset, adept at resolving issues effectively.

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

• Ability to thrive in a fast-paced and ever-changing environment.

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

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and growth.

• A fun and inclusive work environment.