Social Support Coordinator

A Social Support coordinator responsible for assisting customers on social media platforms, representing the company professionally and building rapport with communities, working closely with the support team to meet KPIs and innovate.

Location: US, remote

Salary: $47,000pa

Responsibilities

• Maintain a presence on defined social platforms, responding to customer queries in a timely, friendly, problem-solving manner
• Monitor and respond to Youtube comments on our brand videos
• Absorb customer trends and sentiment reporting back to Support Management and Marketing at regular intervals
• Facilitate online conversations with customers, inspiring brand advocacy
• Management of relationships with brand advocates
• Monitor and engage in brand related online conversations
• Report on online reviews and feedback from customers and fans

Requirements

• Knowledge and experience of key social platforms - Facebook, Instagram, X/Twitter, YouTube, TikTok
• Excellent communication and collaboration skills
• Friendly, calm, professional approach to customer engagement
• Experience dealing with customers
• A passion for audio and music
• Audio tech knowledge would be an advantage
• Experience with (or at least knowledge of) our family of products

Benefits

• health insurance covered by Focusrite Group at 100% for employees and 75% for dependents
• dental and vision insurance
• life insurance
• short-term and long-term disability
• 401K with employer match
• 28 days PTO
• Employee Assistance Program
• Group Bonus Scheme
• generous staff discounts on company products and merchandise