Social Media Customer Experience Specialist

Livingood Daily Inc.; United States; Remote; USD 25,000 - 33,000; Full time

Job summary

Livingood Daily is seeking a Social Media Customer Experience Specialist to join our remote team. You’ll be the first point of contact for customers across Facebook, Instagram, YouTube, and TikTok, solving problems with empathy in a fast-paced environment.

Hours are Thursday through Monday, 10:00 am–7:00 pm EST, and the role pays $21.00 per hour. You’ll collaborate with support and coaching teams to maintain high SLAs and deliver consistent, on-brand guidance to Members.

Qualifications

• 2+ years in high-volume customer-facing roles.
• Passionate about health and wellness.
• Familiar with social media platforms and tech changes.
• Patience and attention to detail.
• Motivated, adaptable and accountable.
• Growth mindset and desire to develop professionally.

Responsibilities

• Manage a high volume of customer comments and messages daily across social channels.
• Collaborate with the support team to ensure consistent care across channels.
• Work with the Coaching Team to meet established SLAs.
• Retain trained knowledge to provide fast, on-brand responses.
• Troubleshoot platform issues and stay current on features and best practices.
• Keep social channels positive and productive, focusing on health outcomes.
• Direct customers to resources for continued learning and sustained health.
• Moderate Facebook groups to ensure members follow rules and get support.
• Assist Head Coach & Manager in identifying improvements and implementing solutions.

Skills

Social media platforms

Customer service

High-volume environment

Communication

Problem solving

Job description

Over 70% of people are overweight or have a chronic disease and over 100 million people rely on cover-ups and quick fixes as a solution. Instead of sick care our vision is to provide real health solutions (with care) to 10 million people. Every day we equip people to be their own solution through simple lifestyle changes, community, and a supplement and nutrient routine to look good, feel good, and live good.

About You

We’re looking for a Social Media Customer Experience Specialist who is comfortable in an "all hands on deck" environment, enjoys solving people problems, and can thrive in a high-volume, fast-paced culture. In this role, you’ll be the first point of contact for customers seeking support across our social platforms, helping them navigate their health-related inquiries and providing exceptional service.Livingood Daily values a supportive and empathetic approach to customer service, fostering a remote work environment where team members thrive. If you are passionate about health and wellness and love helping others enhance their health and well-being, this role is for you!

The hours for this role are Thursday-Monday, 10:00 am-7:00 pm EST.

The hourly rate for this position is $21.00.

What You'll Do

• Manage a high volume of customer comments and messages daily across our social media channels, including Facebook, Instagram, YouTube, and TikTok .
• Collaborate cross-functionally with the support team to ensure our customers and Members receive consistent care and attention across channels.
• Collaborate with the Coaching Team to ensure that the team is meeting their established SLAs.
• Retain and apply trained knowledge so responses are fast, consistent, and require minimal look-up time.
• Troubleshoot platform issues as they arise, staying current on rapidly evolving features and best practices across social media channels.
• Ensure that our social media channels stay positive and productive with a focus on gaining health and encouraging others.
• Answer questions in a compliant manner that directs customers and Members to resources for continued learning and sustained health.
• Moderate our various Facebook groups to ensure Members abide by the group rules and offer support and direction as needed.
• Monitor and respond to comments during live Facebook and YouTube shows on Wednesdays and Fridays, directing Members and customers to products, resources, and current promotions.
• Assist Head Coach & Manager in identifying areas for improvement and help with any additional tasks to implement these solutions.

Required Experience

• 2+ years of experience working in high-volume customer-facing roles (service, retail, etc)
• Passionate about health and wellness with a desire to equip customers with the solutions to look good, feel good, and live good.
• Familiarity with social media platforms and a natural comfort with technology and platform changes
• Patience and attention to detail, especially when handling high-volume tasks
• Intrinsically motivated, adaptable, and highly accountable. Ability to retain customers and handle challenging messages with positivity and professionalism while providing clear and on-brand support
• Demonstrates a growth mindset and a strong desire to develop both personally and professionally