CX Social Media Specialist

DiDi Global; São Paulo, Região Imediata de São Paulo; Híbrido; BRL 30.000 - 70.000; Tempo integral

Resumo da oferta

A forward-thinking company is seeking a Social Media Coordinator to lead user interactions on social platforms. This role involves leveraging analytical skills to enhance customer experience and optimize performance metrics. The ideal candidate will have a strong background in social media management and customer operations, utilizing advanced tools to track trends and insights. Join a vibrant team that values diversity and collaboration, while making a significant impact in the mobility and delivery services sector. If you are passionate about social media and customer engagement, this is the perfect opportunity for you.

Serviços

Trabalho remoto flexível

Oportunidades de desenvolvimento profissional

Ambiente de trabalho inclusivo

Programas de bem-estar

Qualificações

• 3-5 anos de experiência em plataformas de mídia social ou funções similares.
• Capacidade de traduzir dados em insights acionáveis.

Responsabilidades

• Monitorar e analisar indicadores de desempenho de CX para garantir excelência no serviço.
• Colaborar entre departamentos e geografias em um ambiente dinâmico.

Conhecimentos

Análise de Dados

Comunicação

Experiência do Cliente

Gestão de Mídias Sociais

Resolução de Problemas

Formação académica

Bacharel em Marketing

Bacharel em Comunicação

Ferramentas

Hootsuite

Brandwatch

Sprinkler

Stilingue

Descrição da oferta de emprego

Company Overview

If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet!). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

Since 2018, as part of DiDi DiDi Global Inc., we have been pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. Our focus spans sustainability, safety, artificial intelligence, financial markets, and more, all aimed at making life easier for millions daily.

We thrive on challenges, working at a fast pace with respect, collaboration, and good humor. We value diverse experiences and opinions, learning from failures, and continuously improving to deliver better results.

#LI-Hybrid

Team Overview

The Social Media (CX) Coordinator will manage the BPO responsible for user interactions on social media platforms, ensuring efficient and strategic customer service. The role involves generating insights to optimize performance and improve KPIs.

The ideal candidate has a strong analytical background, experience in customer operations, and a deep understanding of social media platforms to inform impactful decisions.

Role Responsibilities

1. Social Media Monitoring and Insights Generation

• Identify operational opportunities and generate insights by monitoring and analyzing social media activities.
• Monitor and analyze CX performance indicators to ensure service excellence and identify areas for improvement;
• Use advanced social media tools (e.g., Hootsuite, Sprinkler, Stilingue) to track trends, conversations, and brand sentiment.

1. Stakeholder Collaboration

• Incorporate both quantitative and qualitative data to enhance the user journey and experience.

1. Competitive Intelligence

• Monitor market trends, competitor activities, and emerging risks across various sectors (Food, Ridesharing, Fintech).
• Identify potential viral situations and develop mitigation strategies to protect brand health.

1. Social Media Expertise

• Stay updated on features, functionalities, and trends across platforms like Instagram, Facebook, X, YouTube, etc.
• Serve as a subject matter expert on social media dynamics for cross-functional teams.

1. Cross-Business Collaboration

• Collaborate across departments and geographies while maintaining independence in a fast-paced environment.

Role Qualifications

• Bachelor’s degree in Marketing, Communications, or related fields.
• 3-5 years of experience in social media platforms or similar roles.
• Proven experience with listening tools (e.g., Brandwatch, Sprinkler, Stilingue) and social media analytics.
• Strong analytical and problem-solving skills, capable of translating data into actionable insights.
• Experience in customer experience operations or related fields.
• Excellent communication skills for presenting findings to diverse stakeholders.
• Deep knowledge of social media platforms and functionalities.
• Ability to work collaboratively in a multicultural, cross-business environment.

EEO Statement

• We create customer value by striving to deliver valuable, safe, pleasant, and efficient experiences.
• We are data-driven, making informed decisions through analyzing key metrics.
• We believe in win-win collaboration, success through teamwork, candor, and excellence.
• Integrity is fundamental; we aim to always do the right thing, speak honestly, and listen sincerely.
• We continuously seek improvement, venturing beyond comfort zones, learning, and growing together.
• We embrace diversity and inclusion, respecting differences and promoting equal opportunities for all.

Diversity & Inclusion

We view diversity as a core value today, not a future goal. We foster inclusion, plurality, and respect, guided by our Diversity Committee and various identity groups.

This journey is ongoing, with much more ahead. We affirm that this position is open to everyone, including pregnant individuals and people with disabilities (PwD).

I acknowledge that prior to submitting this application, I have read and accepted the Privacy Notice for Candidates available at https://careers.didiglobal.com/terms