Customer Support-Social Media Specialist, Wish - Two Chicks With A Side Hustle

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:

Directly assisting customers on various social media channels

Acting as the primary owner of all multi-lingual support provided by external partners on Wish’ social media channels, 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, Zendesk, Appbot, Google Play, Apple App Store, etc
Developing an intimate understanding of the Wish platform and its customer support flows

Proactively escalating customer feedback trends and potential bugs/issues
Working with stakeholders such as influencer management, product owners, internationalization, brand, etc
Managing the creation of proactive customer engagement strategies, primarily around proactive support and help content

Qualifications

At least 2-5 years experience required
Extensive experience managing external customer support teams, primarily workflow design, KPIs, quality assurance, customer satisfaction metrics, etc
A strong familiarity with ecommerce

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

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