At MyFitnessPal, our vision is to be the global catalyst for every “body” to achieve their healthy. We believe fitness starts with what you eat. We provide the tools and resources to reach your fitness goals.
We are looking for an experienced, customer-focused, self disciplined individual to join our growing Customer Happiness Team.
*Please note that this is a contract position through the end of 2022
What you’ll be doing:
Address customer concerns, complaints and questions on both organic and paid social posts and DM’s via Twitter, Facebook, Instagram and other emerging social channels by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to community guidelines and policies, and a commitment to excellent customer service
Recognize the risk and the public nature of the social channels, investigate and respond to complex customer complaints across social platforms, and work cross-functionally to reach a win-win solution for all parties
Understand MyFitnessPal brand voice and how to maintain that brand voice across multiple platforms.
Identify opportunities and gaps in the support content and make recommendations for new and updated macros, FAQ’s, and other forms of social support
Ensure positive messaging is maintained in the social community and help grow our fans, followers, and subscribers by congratulating members, removing spam/inappropriate content, and engaging in conversations where appropriate
Assist the community team with providing positive engagement and support in the forums where appropriate and have a strong understanding of our Level 1 support processes and procedures
Live our core values in all you do:
Be Kind and Care
Live Good Health
Be Data-Inspired
Champion Change
Leave it Better than You Found It
Make It Happen
Qualifications to be successful in this role:
3+ years in customer support or social media support
Current knowledge of and in-depth familiarity with best practices for social media support
Excellent written and verbal communication skills
General Computer/Tablet/Smartphone Knowledge
An extremely flexible schedule including weekend and evening availability
The ability to learn on the fly and adapt to change
A team-oriented, peer-positive attitude
High Emotional IQ & high levels of professional integrity
Confidence using technology and the ability to pick up new community tools quickly
Ability to display sound judgment and to make quick decisions when necessary
Solid organizational skills and the ability to juggle several tasks at the same time
Passion for online communities
Please consider applying even if you don’t meet 100% of the qualifications. Research shows you can still be considered for a position if you meet some of the requirements. At MyFitnessPal, we’re building a fitness product for everyone and believe our team should reflect that. We encourage people of different backgrounds, experiences, abilities, and perspectives to apply.
Full Time Employee Perks, Benefits, and Culture:
Remote equal philosophy enabling you to work from any state in which we have operations in the continental U.S.
Want to work in an office? We also have a physical office in Austin, TX
Bi-annual, in-person company retreats to work, bond, and enjoy team-building activities
Opportunities for team members to meet and connect in person for company paid lunches or working sessions
Flexible time-off policy + flexible working hours (Unlimited PTO Plan)
Competitive medical, dental, and vision benefits
Safe Harbor 401K program
Supported path in parenthood with fertility benefits and paid maternity and parental leave
Monthly Wellness Allowance to assist team members to focus on their own physical and mental wellbeing and select wellness initiatives of their own choice
Reward & recognition platform enabling peers to recognize and reward their peers for all the great work they do
MyFitnessPal Premium
Modern Virtual Learning and Development Library
DEI Committee dedicated to ongoing efforts to foster a diverse and inclusive workplace by setting actionable goals and evaluating progress
Diversity training for employees
A dynamic, motivating, and fun work environment