Social Media ofertas em United States

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.

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.

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.

• 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.

• 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.

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).