Customer Experience Coordinator (Social) & Office Manager

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 looking for a versatile, detail-oriented person to own two on-site functions from our LA office: maintaining a positive, interactive community environment across Merit's social channels and ticketing systems, while keeping the LA office running smoothly day to day. On the CX side, you'll engage with our community in the Merit Voice, surface insights from social performance, and partner with Merit Social/Community to represent the customer. On the office side, you'll be the on-site point of contact who keeps the space, supplies, vendors, and in-office experience organized. The right candidate has excellent communication skills, high attention to detail, strong organizational instincts, and the ability to move fluidly between customer-facing and operational work. This is a blended role weighted roughly 75% Customer Experience (Social) and 25% office Management.

Responsibilities

Customer Experience (Social) — ~75%

• Comment, like, and engage with the Merit community across all social accounts — proactively and reactively — in the Merit Voice and in line with set standards.
• Assist in the main CX email queue and chat as needed (especially during the Holidays).
• Communicate social media inquiries to the CX Social Lead when appropriate for tracking and resolution.
• Identify patterns or recurring issues from ticket volume and social inquiries; **escalate** product feedback or process improvements to relevant teams.
• Work cross-functionally to ensure customer issues are resolved and feedback informs product and community strategy.
• Relay trends and insights to stakeholders.
• Proactively identify customer questions or comments tied to new product launches or sustainability practices; help build social FAQs ahead of launches.
• Identify trending influencers who meet criteria and pass them to the Influencer Team.
• Monitor and analyze social performance metrics.
• Post content for in-feed and Stories (Instagram), YouTube, and TikTok as needed.
• Stay current on industry trends, social best practices, and emerging platforms.

Office Management (LA) — ~25%

• Serve as the on-site point of contact for the LA office; greet visitors and support an organized, welcoming workspace.
• Manage office supplies, inventory, and reordering; own day-to-day facilities upkeep.
• Coordinate with building management and external vendors (facilities, catering, deliveries).
• Handle mail, shipping, and receiving.
• Support on-site meetings and events — scheduling, setup, catering, and refreshments.
• Assist with in-office logistics for new hires (desk setup, badges, first-day experience).
• Track office supply spend against budget and flag needs.
• Help maintain office health, safety, and cleanliness standards.

Requirements

• 2+ years in online customer experience, with demonstrated experience supporting social channels and/or ticketing systems.
• Hands-on experience with CX ticketing systems (Gladly, Zendesk, or similar systems) and social media management/analytics tools (Nectar, DashHudson, or similar platforms).
• Familiarity with major social platforms (Instagram, TikTok, YouTube, etc.) and their native analytics.
• Prior success engaging with and growing an online community.
• Analytical ability to monitor social trends/metrics and report on insights.
• Strong organizational and coordination skills; comfortable owning office operations independently.
• Ability to collaborate cross-functionally to execute community and in-office initiatives.
• Good judgment and creative problem-solving.
• Exceptional written and verbal communication skills and high attention to detail.

Location & Schedule

• Based in LA; this is an on-site role (the office-management responsibilities require regular in-office presence).
• May require weekend hours based on business needs.

Compensation

This is a non-exempt, hourly role, in addition to a comprehensive benefits package including bonus potential, stock options, a 401(k) match, health benefits, and paid time off. Final rate will be determined based on experience and qualifications.

MERIT is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, protected veteran status, disability, or other applicable legally protected characteristics.