Customer Support-Social Media Specialist, Wish

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

APPLY HERE