Seasonal Customer Support Representative
November 12
Description
• Support the Brand Team in executing essential tasks to ensure marketing campaign success. • Source user-generated content from Instagram DMs and other social media channels via tagged posts across all marketing channels. • Collect photo assets and other user-generated content from our community for Meta shopping (supports both paid and organic channels). • Assess partnership inquiries from social media channels and guide potential partners on appropriate next steps. • Respond to and address inquiries generated by marketing efforts in social media channels. • Resolve customer issues that arise within social media channels. • Moderate and address all public comments (positive or negative) on Instagram, Facebook, Facebook Ads, Facebook Reviews, and Google Reviews. • Notify the CX team of any customer issues raised on social media channels, tracking ticket numbers to ensure customers receive resolutions. • Address pre-order questions via social channels to ensure customers have the necessary information to complete their orders. • Assist customers with issues including website navigation, product questions, ordering and payment, and order tracking raised through social media. • Attract and retain customers through timely, accurate, and friendly responses. • Assist the Brand Team in various tasks to ensure a seamless customer experience. • Track commonly asked questions to identify gaps in content needs. • Remove discontinued products from Pinterest boards. • Create and maintain UTM parameters used in Organic Channels across platforms. • Assist in managing influencers through partnership systems in Asana and AspireIQ: • Send product creation instructions and due dates once influencers accept terms. • Update Asana with content posting dates and deliverables. • Send reminder emails for overdue submissions. • Conduct QA and review all projects to prevent pre-order errors. • Track order numbers and package shipping statuses in Asana. • Create, test, and send unique coupon codes and campaign UTMs to creators. • Follow up with reminders if content is not submitted on time. • Review content submissions to ensure: • Adherence to agreed-upon themes or messaging. • Inclusion of unique codes and specific product names. • Appropriate representation of the brand.
Requirements
• Project management experience and proven ability to multitask. • Demonstrated problem-solving skills • Concierge-level customer relationship management skills and prior experience in a Customer Support or Concierge role • Demonstrated exceptional skill set in both written and verbal communication • Can successfully use the client Uprising brand voice when responding to the A|U community • Knows how to use Asana for Project Management • Experience using ecommerce platforms such as, Magento or Shopify • Experience using tools such as Zendesk, Asana, Google Drive, AspireIQ
Benefits
• Permanent remote work flexibility • Paid Time Off • Health Maintenance Organization (HMO) coverage • Annual performance bonuses • Dedicated coaches offer an extra channel of support and skill-building • Opportunities for professional growth
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