Community CX Coordinator & LA Office Ops Lead

MERIT; Los Angeles (CA); On-site; USD 30,000 - 47,000; Full time

Benefits offered by this job

Bonus potential

Stock options

401(k) match

Health benefits

Paid time off

Job summary

Merit is seeking a versatile professional to own two on-site functions from our Los Angeles office: managing the Merit Voice social community and keeping the LA space running smoothly day to day.

The role blends customer experience and office operations (roughly 75% CX, 25% facilities). You will engage with our community, surface insights, coordinate with vendors, support new hires, and help maintain a welcoming, organized workplace.

Qualifications

• 2+ years in online customer experience supporting social channels or ticketing.
• Hands-on with CX ticketing systems (Gladly, Zendesk) and social analytics tools.
• Familiar with major social platforms (Instagram, TikTok, YouTube) and analytics.
• Prior success engaging with and growing an online community.
• Analytical ability to monitor social trends and report insights.
• Strong organizational and coordination skills; able to own office operations.
• Collaborates cross-functionally to execute community and in-office initiatives.
• Exceptional written and verbal communication; high attention to detail.

Responsibilities

• Engage with Merit community across social accounts.
• Assist main CX email queue and chat as needed.
• Communicate social inquiries to the CX Social Lead.
• Identify patterns or recurring issues; escalate feedback to relevant teams.
• Work cross-functionally to resolve issues and inform strategy.
• Relay trends and insights to stakeholders.
• Identify influencers and pass them to the Influencer Team.
• Monitor social performance metrics.
• Post content for Instagram, YouTube, and TikTok.
• Stay current on industry trends and platforms.

Skills

CX experience

Social platforms

Community growth

Analytics

Organizational skills

Cross-functional collaboration

Problem solving

Communication

Attention to detail

Tools

Gladly

Zendesk

Nectar

DashHudson

Job description

Merit is seeking a versatile professional to own two on-site functions from our Los Angeles office: managing the Merit Voice social community and keeping the LA space running smoothly day to day.

The role blends customer experience and office operations (roughly 75% CX, 25% facilities). You will engage with our community, surface insights, coordinate with vendors, support new hires, and help maintain a welcoming, organized workplace.