Social Media Specialist, Rover

• Clear communication skills and experience in social media management are a must
• Able to work evenings, weekends and holidays
• Note: This is not a Marketing or content creation-focused Social Media role
• Experience managing Social Media Channels (Facebook, Instagram, TikTok, X, LinkedIn) and specific nuances to being successful on each platform for a brand with over 100,000 combined followers using tools such as Sprinklr, Sprout Social, or similar
• High proficiency in story telling through data presentation for senior leaders
• Bachelor’s Degree in communication, public relations, etc or equivalent experience
• 3+ years in a customer facing role that managed escalated customer interactions
• 2+ years of customer facing interactions involving social media or public communications
• Strong verbal and written English communication skills

Desirable

• We are looking for a Social Media Specialist to join our Social Media Team. You'll succeed in this role if you never shy away from hard conversations, have experience in de-escalation, customer support through social media, and have a passion for assisting & delighting customers
• You must be impartial, empathetic, and able to resolve issues in the best interest of our users, platform, and brand image
• Manage a large volume of dynamic, escalated customer contacts with attention to detail, ownership, and follow-through
• Create Voice of Customer reports using social listening data around user sentiment, off platform discussions of platform safety, customer sentiment around product changes, and early warning risk assessment of emerging trends
• Synthesizing and analyzing risk for complex or high-visibility issues in real-time
• Creating risk profiles for corporate partnerships based on open source social media information and signal
• Moderate Rover-owned Social media communities
• Work with teammates and leadership across multiple locations to surface risks to customer experience and suggest policy improvements and tool and workflow enhancements
• Prioritize and multitask inbound customer contacts by email, social media, and/or messaging regarding customer escalations and platform inquiries
• Actively participate in team meetings, generating ideas and offering problem-solving solutions to improve safety of platform and product usability
• Own your mistakes and incorporate feedback and coaching in order to improve
• Maintain high levels of confidentiality
• Educate users on how to maintain safety and security while being responsible members of the Rover community
• Problem-solve complex situations to maintain customer satisfaction and Rover’s Brand image