Customer Specialist - Content Moderation

Boldr; Merida; On-site; PHP 279,000 - 502,000; Full time

Job summary

Boldr is hiring a Senior Customer Advocate focused on social media to manage inquiries, respond promptly, and strengthen the brand's online presence across platforms. You will engage customers, resolve issues with empathy, and collaborate with support teams to ensure satisfaction.

The role emphasizes maintaining a professional brand voice, sharing updates, and reporting feedback to teams to drive product improvements.

Qualifications

• Bachelor's degree in marketing or related field.
• 2-3 years of experience in customer support with a focus on social media management.
• Strong understanding of various social media platforms and their best practices.
• Previous experience with social media support tools is preferred.
• Excellent written communication skills.
• Empathetic and customer-centric mindset.
• Ability to work in a fast-paced and dynamic environment.

Responsibilities

• Social Media Management: Monitor and actively engage with customer inquiries and comments on social media channels, including but not limited to Facebook, Instagram, YouTube, TikTok.
• Respond to customer inquiries promptly, providing accurate information and resolutions.
• Customer Engagement: Build and maintain positive relationships with customers through social media interactions.
• Acknowledge and address positive feedback and resolve concerns with empathy and professionalism.
• Issue Resolution: Investigate and resolve customer issues via social media, ensuring customer satisfaction.
• Collaborate with Tier 1 and Tier 2 support teams when necessary to resolve complex issues.
• Content Sharing: Share relevant content, updates, and announcements on social media platforms to engage and inform our customer base.
• Feedback Loop: Compile and report customer feedback and insights from social media to relevant teams.
• Advocate for improvements in our products and services based on social media feedback.
• Social Media Guidelines: Adhere to company guidelines and policies when representing the client on social media platforms.
• Maintain a consistent and professional brand voice.

Skills

Excellent written communication

Empathy

Customer-centric mindset

Ability to work in fast-paced env

Education

Bachelor's degree in marketing or related field

Tools

Social media platforms

Job description

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

As a Senior Customer Advocate with a social media focus, you will be responsible for managing and responding to customer inquiries and feedback across various social media platforms. You will play a vital role in enhancing our brand's online presence and ensuring that customers receive timely and personalized support.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

• Social Media Management:
• Monitor and actively engage with customer inquiries and comments on social media channels, including but not limited to Facebook, Instagram, and YouTube, Tiktok
• Respond to customer inquiries promptly, providing accurate information and resolutions.
• Customer Engagement:
• Build and maintain positive relationships with customers through social media interactions.
• Acknowledge and appreciate positive customer feedback and address concerns with empathy and professionalism.
• Issue Resolution:
• Investigate and resolve customer issues and complaints via social media, ensuring customer satisfaction.
• Collaborate with Tier 1 and Tier 2 support teams when necessary to resolve complex issues.
• Content Sharing:
• Share relevant content, updates, and announcements on social media platforms to engage and inform our customer base.
• Feedback Loop:
• Compile and report customer feedback, trends, and insights from social media to the relevant teams within the organization.
• Advocate for improvements in our products and services based on social media feedback.
• Social Media Guidelines:
• Adhere to company guidelines and policies when representing the client on social media platforms.
• Maintain a consistent and professional brand voice.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr

YOU HAVE…

• Bachelor's degree in marketing or any field related.
• Minimum of 2-3 years of experience in customer support, with a focus on social media management.
• Strong understanding of various social media platforms and their best practices.
• Previous experience with social media support tools is preferred.
• Excellent written communication skills, with the ability to craft engaging and concise responses.
• Empathetic and customer-centric mindset, with the ability to resolve issues effectively.
• Ability to work in a fast-paced and dynamic environment.