The ideal candidate is someone who is passionate about delivering the best customer experience, is proficient using multiple social media channels, has a strong sense of empathy, and can help drive exceptional customer service by helping customers who reach out to Instacart through social media for assistance.
ABOUT THE JOB
- Monitor and respond to customers, shoppers, and other stakeholders across social media channels in a timely manner
- Monitor, track and report on feedback and online reviews
- Drive brand awareness, positive brand sentiment, and brand loyalty through direct, online, engagement
- Coordinate with Marketing, PR and Communications teams
- Recognize and escalate high-profile customer, shopper and retailer issues
- Elevate the brand by using social media support best practices
- Identify opportunities and gaps in recommending proactive responses, shortcuts, and other social support content needs
- Stay up to date with the latest social media best practices and technologies
- Execute social media and communication campaigns
- Provide engaging text, image and video content for all social media accounts
- Build relationships with customers, shoppers, retailers, and industry professionals
ABOUT YOU
- Associate or BA/BS degree in communications, marketing, social media, or related discipline, or equivalent experience and demonstrated expertise
- 1+ years experience in Social Media customer service or brand messaging
- Strong communication skills, with a priority on writing for social media and ability to translate processes and technical information into clear, useful, simple language
- Demonstrated ability to write according to style, grammar, punctuation, voice, and tone standards
- Understanding of customer support social media trends and best practices
- Demonstrated proficiency in using Facebook, Twitter, Instagram, LinkedIn, YouTube, Excel, Google Analytics, and scheduling tools
- Strong analytical, problem-solving skills and a passion for turning data into actionable insights
- Bi-lingual: Spanish or French (bonus, but not required for the role)