Associate Social Media Listener

ServiceTitan; Remote; CAD 48,000 - 73,000; Full time

Job summary

A technology company based in Canada is seeking an Associate Social Media Listener to monitor and engage with customers across social media channels. This role requires a customer-first mindset and 2 years of experience in social media and community management. You will capture customer sentiment, respond to inquiries, and collaborate with internal teams to enhance the customer experience. Flexible work hours and excellent benefits are offered, including health insurance and employee support.

Benefits

Flexible work schedule

Health and wellness benefits

Parental leave support

Equity options

Qualifications

• 2 years of experience with social media management.
• 2 years of experience with community management and/or customer support.
• Reliable access to high-speed internet.

Responsibilities

• Monitor and respond to brand mentions and comments.
• Provide timely responses to customer questions.
• Capture and track customer sentiment data.
• Collaborate with stakeholders to address customer issues.

Skills

Social media management

Community management

Excellent written communication

Customer-first mindset

Detail-oriented

Technology comfortable

Tools

Salesforce or CRM systems

Job description

Overview

Ready to be a Titan? The Associate Social Media Listener will serve as a key player in monitoring customer activity on our social media channels, engaging with current and prospective customers, reviewing customer sentiment and logging it with meticulous detail, working with teams across the company to problem-solve and respond to issues in a timely manner, and supporting a comprehensive customer experience. Our Social Media team is seeking someone who has a strong passion for serving and understanding customers; who truly understands how customer success is tied to our brand success; and who can help us continue to build a robust customer experience through social media, while having some fun along the way.

What you'll do

• Monitor, escalate, and respond to brand mentions, comments, DMs, and conversations across social media channels and customer communities.
• Provide timely, helpful responses to customer questions, appropriately route escalations, and surface insights about customer sentiment and trending topics.
• Assist and respond to customers with various product and service needs via Facebook Groups, customer communities, and social channels.
• Capture and track data on customer sentiment and reviews, and track it for reporting and escalations.
• Proactively collaborate with key stakeholders across the organization to action customer issues in a timely manner and escalate as needed.
• Communicate and provide resources for customers by responding to comments on paid ads, customer communities, and across our social media channels.
• Build brand personality and customer trust through regular one and two-way communications with our community.
• Continuously improve internal processes by identifying opportunities for improvement that contribute to a first-class customer experience.
• Retain a high level of knowledge and familiarity with ServiceTitan’s products, services, and the field services industries.
• Use community guidelines as needed to ensure a positive and safe environment in our social spaces.

What you'll bring

• 2 years experience with social media management and/or experience with Facebook groups
• 2 years experience with community management and/or customer support
• Excellent written communication skills; friendly, professional, empathetic tone
• Detail-oriented with ability to multitask across multiple channels
• Customer-first mindset; genuinely enjoys helping people
• Comfortable with technology and learning new tools quickly
• Reliable and secure access to high-speed internet.

Preferred Qualifications

• Familiarity with Salesforce or CRM systems
• B2B or SaaS industry experience

Be Human With Us

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. If you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems we’re solving. We’re in this together. Come be human, with us.

What We Offer

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.

Our Commitment to Inclusion

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. ServiceTitan is an equal opportunity employer. We do not discriminate against employees based on race, colour, religion, creed, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), marital status, family status, sexual orientation, or any other characteristic protected by applicable provincial legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Use of AI Technology

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

A Note on the Application & Hiring Process

This position advertised is for an existing vacancy. We are currently seeking a qualified candidate to fill this position and will be reviewing applications on a rolling basis.

Compensation Disclosure

ServiceTitan is committed to fair and equitable compensation for all of our employees. The expected compensation for this role for candidates residing in Canada is between $48,500 CAD - $72,700 CAD. Actual compensation for an individual may vary depending on many factors, including skills, performance over time, business needs, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes equity and a holistic suite of benefits. This position may also be eligible for a bonus.

Personal Information

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