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Boldr
Customer Service (Social Media)Boldr • Toronto, ON, CA
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Customer Service (Social Media)

Customer Service (Social Media)

Boldr • Toronto, ON, CA
8 days ago
Job type
  • Full-time
  • Quick Apply
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 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 Tractive's social media channels, including but not limited to Facebook, Twitter, Instagram, and YouTube.
    • 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 Tractive on social media platforms.
    • Maintain a consistent and professional brand voice.

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

  • Curious and authentic, just like us! #beboldr
  • An analytical and critical thinker, with an eye for even the most minute of details
  • Passionate about client satisfaction

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.
  • Familiarity with pet-related products or services is a plus.
  • Ability to work in a fast-paced and dynamic environment.
  • Passion for pets and an understanding of their needs.
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Customer Service (Social Media) • Toronto, ON, CA

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