Social Media Customer Support Executive
Zumo MoneyRemote - United Kingdom16 days ago
Social Media Customer Support Executive
Zumo is searching for a highly motivated Social Media Customer Support Executive to assist the Customer Support Manager in integrating social media channels into Zumo’s support function. Reporting to the Customer Support Manager (CSM) and working closely with a cross-functional team of experts, you will be responsible for monitoring and delivering first class customer support and communicating with our social media followers and customers over multiple channels including Twitter, Facebook and Instagram. You will ensure that service standards and all personal KPI’s are achieved, and you will deliver seamless customer experience across all support channels. You will work at various levels and will help to develop and implement social media support processes and procedures, handle customer enquiries & complaints and be able to train new hires on how to manage social media channels effectively.
We are looking for a candidate with prior, proven experience of delivering customer support via social media with a highly reputable brand. Someone who is not afraid to get stuck in, is obsessive about customer needs and can deliver in a fast paced, high growth environment. In addition to being an excellent communicator, you will also demonstrate strong interpersonal skills and a “can do attitude”.
Responsibilities & duties:
- Work with CSM to plan and integrate social media channels into Zumo’s customer support offering.
- Adapt the brand voice and communicate with social media followers and customers over channels including Twitter, Facebook and Instagram.
- Provide excellent customer service with a high attention to detail in writing/editing via email as well as social media channels.
- Pay special attention to online interaction with consumers. This consists of actively searching for reactions and complaints from customers on the internet and then ensuring an appropriate and timely response in line with Zumo’s Complaints procedure and SLA’s.
- Make the best use of social monitoring tools to evaluate and understand what our users are saying about our product and keep a regular temperature check on the customer sentiment within the Zumo community.
- Actively engage users via our social media channels, continually monitoring and delivering best in class customer support.
- Assist marketing in moderating our online forums (Telegram), engage with Zumo audience making them feel like they belong on the various social media platforms.
- Observe what the audience wants and work with marketing to deliver proactive customer support by creating posts based on FAQ's that you receive etc.
- Be proactive and give prospective cusotmers the wow factor and leave them wanting to learn more about Zumo.
- Feedback any trends or areas of improvements to the Customer Support Manager and Marketing Director.
- Support the CSM to develop and document customer service procedures, policies and standards relating to effective management of our social media channels.
- Support the CSM in developing training materials and train new staff on how to effectively manage customer interactions via social media channels.
- Learn about Zumo's products & services and keep up to date with changes to deliver best in class service.
- Keep ahead of developments in social media channels by reading relevant industry publications.
Essential skills, experience & qualifications:
- Strong understanding end experience of using social media channels, especially Twitter, Instagram and Facebook.
- A minimum of 2 years’ proven experience in a customer support position ideally within regulated industry, preferably Financial Services.
- Exceptional communication and listening skills, including writing and editing skills with attention to grammar and sentence structure.
- Ability to provide a positive customer experience in writing and via online chat channels.
- Knowledge of or interest in cryptocurrency and blockchain industry.
- Confidence, patience, tact & diplomacy when dealing with difficult situations.
- Creative thinking and ability to come up with new ideas and improve customer service standards.
- Proficiency in Microsoft Office, GSuite and customer support software such as Zendesk.
- Strong working knowledge of regulations and legislations such as General Data Protection Regulation (GDPR), e-Privacy Directive, Financial Ombudsman Complaint procedure etc.
Zumo is a wallet and payments platform that makes Cryptocurrency and traditional money work seamlessly and safely together, giving people everywhere the safest and simplest way to buy, store, send and spend crypto assets. We are not a bank, we are smart money for everyone.
- Zumo is accessible to everyone, everywhere
- We believe that the benefit of crypto & blockchain are for everyone
- Our decision making is funded on the balance between people, profit and planet
- The technology that we build has usability and security at its core
- We seek to make the complex seem simple
- We do not use jargon
- We bring our A game to work every day
- We believe that great productivity comes from a tranquil environment
- We give feedback in a respectful way
- We do not take the easy path unless it is the right on
- We are constantly exploring to find the best way
- We accept failure as part of the road to success