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Social & Engagement Specialist

Job ID: 25-10072
Job Title: Social & Engagement Specialist
Location: New York, NY – Remote in EST Timezone.
Duration: 12 months
Contract Type: W2 only
Pay Rate: $33.34/Hour
 
Opportunity
  • Client’s End-to-End Experience Journey & Enablement team helps millions of users find success with Client’s products, engages and enables them to seamlessly achieve their creative goals.
  • We connect with our customers through high-value, relevant, targeted content in-app, on the web, and on our HelpX, social, and community platforms.
  • We engage with our customers through proactive content and real-world experts in communities and social that provide help, inspiration, and creative success and engagement.
  • We are looking for a Social and Engagement Specialist who needs to respond to questions from users on Facebook, Instagram, X, and YouTube.
  • Need to help the Spanish customers in their native language.
  • The candidate needs to have experience in creating social content.
  • In this role, you will be instrumental in ensuring an exceptional customer experience by engaging with our creative users on key social platforms.
  • You will be required to be proficient in the product and domain to which you are assigned and ensure high-quality product experiences through strong collaboration and time management skills.
  • You will be expected to maintain a high standard of quality, empathy, and integrity in all your transactions.
 
What you will do
  • Deliver high-quality responses and proactive content and conversations to Client’s customers on social media channels and other messaging apps
  • Respond to and resolve user queries related to domain and products assigned
  • Collaborate with product teams, community experts, and stakeholders when resolving complex issues
  • Identify, define, and share top emerging issues to key partners and stakeholders
  • Serve as exemplar and mentor for team members in their interactions and communications
  • Meet targets and SLAs (Service Level Agreement) for response, quality, guidelines, and goals
  • Develop a basic understanding of automation and updating chat bots
  • Invest in growing domain expertise, product knowledge, and community best-practices
  • Gather social data and insights using native and external dashboards
  • Mentor junior members to ensure successful onboarding and enablement
 
Skills:
  • Content creation skills, knowledge & preferably certifications
  • 2-3 years’ experience in community engagement, technical support, or customer support
  • Advanced-level troubleshooting skills
  • Great to excellent verbal and written communication skills in English
  • Beginner-level expertise with data analytics, spreadsheets, and presentation software
  • Ability to collaborate with multiple teams and stakeholders when resolving user queries
  • Demonstrated knowledge of social media engagement
 
Experience & Qualifications
  • Bachelor's degree or certificate, preferably in a creative or technical domain
  • Fluent in Spanish and English language with writing skills
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