Opensea

Social Media Support Associate

Job Description

Posted on: 
January 3, 2022

As a Social Media Associate specializing in Customer Experience, you'll help field customer contacts from various social media platforms and represent OpenSea as you interact directly with our customers to resolve support issues. You will work with an exceptionally driven, customer-obsessed team. You will act as an evangelist in the leading edge of this growing industry.

A passion for social media and customer service is essential for success in this role. You should have excellent written and verbal communication skills and be able to easily build rapport with customers.

Responsibilities

  • Address customer concerns, complaints and questions via Twitter, Reddit, and other emerging social channels by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service.
  • Recognize risk and the public nature of the social support contacts, investigate and respond to complex customer complaints across social platforms, and work cross-functionally to reach a win-win solution for all parties.
  • Actively track customer pain points to identify possible solutions and communicate with leadership to provide requested examples or other information to assist in the timely resolution of issues.
  • Identify trends as well as proactively spot warning signs / potential crises.
  • Develop processes to categorize & tag all social media posts in order to share trends and learnings with the broader organization.
  • Demonstrate brand expertise on products and services and embrace brand guidelines when required; you will act as a brand advocate through quality of engagement.

Job Requirements

  • 1-2+ years of customer support experience
  • Experience developing customer experience content at scale, preferably at a technology organization known for superior content experiences.
  • Strong interpersonal skills and ability to build relationships with cross-functional stakeholders.
  • Fluency with Twitter management and analytics
  • Exceptional attention to detail, outstanding time management, communication and organization skills.
  • Ability to remain calm and effective under pressure.
  • Experience using Zendesk.
  • Nice to haves: Familiarity with the NFT/crypto space, either professionally or personally.
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