Associate Social Media Listener
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Job Description
Join ServiceTitan as an Associate Social Media Listener, engaging with customers on social media and improving their experience. Monitor and respond to brand mentions and customer inquiries across various platforms.
Responsibilities:
- Monitor, escalate, and respond to brand mentions, comments, DMs, and conversations across social media channels and customer communities.
- Provide timely, helpful responses to customer questions, appropriately route escalations, and surface insights about customer sentiment and trending topics.
- Assist and respond to customers with various product and service needs via Facebook Groups, customer communities, and social channels.
- Capture and track data on customer sentiment and reviews, and track it for reporting and escalations.
- Proactively collaborate with key stakeholders across the organization to action customer issues in a timely manner and escalate as needed.
- Communicate and provide resources for customers by responding to comments on paid ads, customer communities, and across our social media channels.
- Building brand personality and customer trust through regular one and two-way communications with our community.
- Continuously improve internal processes by identifying opportunities for improvement that contribute to a first-class customer experience.
- Retain a high level of knowledge and familiarity with ServiceTitan’s products, services, and the field services industries.
- Use community guidelines as needed to ensure a positive and safe environment in our social spaces.
Requirements:
- 2 years experience with social media management and/or experience with Facebook groups
- 2 years experience with community management and/or customer support
- Excellent written communication skills; friendly, professional, empathetic tone
- Detail-oriented with ability to multitask across multiple channels
- Customer-first mindset; genuinely enjoys helping people
- Comfortable with technology and learning new tools quickly
- Reliable and secure access to high-speed internet.
- Preferred Qualifications: Familiarity with Salesforce or CRM systems
- B2B or SaaS industry experience
Benefits:
- Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
- We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
- Great work is rewarded through Bonusly, peer-nominated awards, and more.
- Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
- Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.
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