Job Overview:
We are looking for a Social Media Customer Support Coordinator to manage and respond to incoming messages across our social media platforms. This role is responsible for ensuring timely, professional communication with our audience while coordinating closely with the marketing team to monitor message volume in relation to digital campaign spending.
Key Responsibilities:
- Monitor and respond to incoming messages, comments, and inquiries across social media platforms in a timely and professional manner.
- Provide accurate information about services, events, or products to customers.
- Escalate complex inquiries or complaints to the relevant internal teams when necessary.
- Track message volume and customer inquiries across platforms.
- Coordinate with the marketing team to understand ongoing campaigns and digital ad spending.
- Monitor the correlation between marketing activity and inbound message volume.
- Maintain organized records of inquiries, common questions, and response templates.
- Ensure brand tone and communication guidelines are followed in all responses.
Requirements:
- Strong written communication skills.
- Experience managing social media platforms and direct messages.
- Ability to respond quickly and professionally to customer inquiries.
- Organized and able to track message trends and report insights.
- Ability to coordinate effectively with marketing teams.
- Basic understanding of digital marketing campaigns is a plus.
Preferred Skills:
- Experience with social media management tools or CRM systems.
- Customer service experience.
- Basic reporting and data tracking skills.
