At WHOOP, we’re on a mission to unlock human performance. WHOOP empowers users to perform at a higher level through a deeper understanding of their bodies and daily lives.
As a Social Media Support Representative you will monitor Twitter, Instagram, Facebook and other social platforms to identify and respond to posts that require assistance from the WHOOP Membership Services Support Team. You will provide direction, support and ensure all members are addressed in a timely manner and provide world class service & assistance.
This is a full-time remote position with shift times that will change on a quarterly basis. Shift times will vary within the normal hours of business operations. Some shifts may include night times and/or weekends.
The pay rate for this position is $18/hour, with opportunities for overtime. WHOOP will provide all the necessary equipment, including a WHOOP strap and membership. WHOOP offers competitive benefits, including generous PTO and Recovery days. Opportunities for growth and development within the company.
Responsibilities:
- Assist with customer inquiries and escalations via Twitter, Facebook, Facebook Groups, and Instagram within our Social Media platforms
- Ensure maximum member satisfaction through precise, timely, and on brand interactions across all platforms
- Identify product opportunities to improve the member experience and assist in preparing and delivering proactive messages to the member as appropriate
- Research and escalate problems and issues when appropriate, log bugs, and troubleshoot technical problems and direct members as necessary
- Provide feedback to management regarding changes and updates; including upgrades, functionality and member support issues
- Pinpoint emerging member trends in real-time to elevate as call-to-action/user-generated brand engagement opportunities
Qualifications:
- 1+ years of experience in customer service or account management supporting a product/solution; social platform experience (Facebook, Facebook Groups, Instagram, Twitter, etc.)
- Ability to work remotely with reliable internet access
- Contemporary understanding of social media channels and best practices, including, but not limited to Instagram, Facebook, Facebook Groups, Twitter, and Tiktok.
- Experience in B2C social media marketing and understanding of the difference between professional and personal use
- Competency in SMMS and intelligence tools, Sprout Social preferred
- Ability to research and provide a timely response to member issues
- Demonstrated comfort working with multiple tools simultaneously
- Demonstrated collaboration skills and excellent organizational and communication skills
- Ability to thrive in a dynamic, fast-paced, team-based environment
- Ability to flourish within a startup environment and adapt to change
NOTE: The qualified applicant must reside in one of the following states to be considered: AL, AZ, CO, CT, D.C., FL, GA, IN, MA, ME, MD, MN, MO, MS, NC, NJ, NH, NV, OH, OR, OK, PA, SC, TX, UT, VT, VA, WA, WI.