Job Description

We are looking for a Social Media Specialist to join our Customer Support team. In this role, you will be the primary owner of customer support on social media. The ideal candidate will be familiar with social media sites, enjoy helping customers, and have a passion for collaborating cross-functionally with multiple teams, such as content, growth, and community.

WHAT YOU'LL BE DOING:

• 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

Qualifications

• 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

Here at Wish, you are joining a team and company at a time of growth and transformation. You will love being surrounded by people who are as passionate as you are about e-commerce, technology, and a data-driven culture. EVEN IF YOU DON'T MEET 100% OF THE ABOVE, WE ENCOURAGE YOU TO STILL APPLY!

Additional Information

Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunities for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider employment for qualified applicants with arrest and conviction records.

Individuals applying for positions at Wish, including California residents, can see our privacy policy here.