Social Media Manager, Zoom
Customer Support
$97.6-225.7k
+ Bonus & equity value
Work platform for human connection
Job no longer available
Work platform for human connection
1001+ employees
Job no longer available
$97.6-225.7k
+ Bonus & equity value
1001+ employees
Company mission
To help people connect, collaborate, and get more work done, together.
Role
Who you are
- We're looking for an ideal candidate who is collaborative, highly sociable, a natural problem-solver, and eager to learn
- Have extensive experience in a customer-facing role, ideally supported customer inquiries in a technical environment
- Have a genuine passion for social media, community, online forums, technology, and popular culture, along with an understanding of existing and emerging US cultural trends
- Have previous experience with social media management tools such as Sprout, Khoros Care, Sprinklr, or related technology platforms
- Have prior experience with Zoom or other industry-leading customer video collaboration platforms is an advantage
- Have previous experience with customer support management tools such as Zendesk or ServiceNow
- Have exceptional written communication skills in English
- Have the ability to quickly adapt to a rapidly changing technology landscape
- Be flexible to work during U.S. daytime and evening hours to support employees across multiple time zones
What the job involves
- We are searching for a self-motivated and dynamic individual to join our team as a Social Media Manager - Customer Support
- In this role, you will play a pivotal role in delivering outstanding support to our global customer base through our primary social media channels
- This position will work closely with the Zoom Social Media and Community team
- The focus will be on ensuring rapid and effective responses to customer support conversations across various social media platforms
- Our ultimate goal is to provide the best possible experience to our customers, regardless of how they choose to interact with us
- Managing inbound customer support inquiries on our primary social media platforms, including LinkedIn, Facebook, X (Twitter), Instagram, TikTok, and other social channels or review websites
- Delivering timely and accurate responses to customer support inquiries, addressing both technical and non-technical issues
- Providing first contact resolution of customer issues, technical and tactical support for complex customer problems, as well as high-value projects and initiatives, following strict company policies
- Assisting in creating new processes and tools aimed at expediting our support processes
- Cultivating relationships with various organizations, including technical customer support and services, product development, sales, billing, training, DevOps, and more
- Playing a key role in creating and validating processes for responding to customer inquiries
- Working alongside the brand/marketing teams to support brand adoption through company events, creative marketing initiatives, partner programs, and other adoption programs
Application process
- End Date: September 16, 2025
Our take
Zoom reworked video conferencing when most people assumed it was a solved problem, with services from Cisco and Skype already ubiquitous in workplaces and homes. However, its videoconferencing infrastructure was simpler to use, faster and more flexible than any previous solution, and it swiftly took the world by storm.
Its success bred competition, however, and companies such as Microsoft and Google, along with numerous smaller communications firms, have begun making inroads on Zoom's formerly commanding lead. Additionally, as workplaces are mostly adopting a hybrid or flexible working strategy, some of its importance as a workplace tool is wearing off and it is recording a gradual decline in daily usage rates.
To counter these trends, Zoom is expanding its business offerings through product development and strategic acquisitions. Alongside many other large tech companies, it has battled through a difficult economic situation, but it nonetheless remains a profitable company and household name. Plus, its track record of innovation means it is still very much one to watch in the communications space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jan 2017
$100m
SERIES D
Feb 2015
$30m
SERIES C
Total funding: $148.5m
Company benefits
- Work from home opportunities
- Retirement benefits
- My-Time-Off (MTO), an extended vacation policy
- Employee Stock Purchase Plan (ESPP) and Restricted Stock Unit (RSU) Equity Program plus Yearly stock grant for all employees
- Wellness and fitness reimbursement, wellness resources, Thrive Global wellness app, TaskHuman wellness coaching app
- Employee Assistance Program (EAP) including emotional support, financial resources and legal guidance
- Paid Parental Leave (both parents) 16 weeks paid leave (or statutory if more generous)
- Employer Matching of Charitable contributions up to $500 USD equivalent/year
- Annual Zoom Store Allowance
- Business Travel Accident Insurance
Company HQ
Downtown San Jose, San Jose, CA
Leadership
Eric Yuan
(CEO & Founder)Previously VP Engineering at Cisco and WebEx.
Salary benchmarks
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