Social and Community Support Specialist
Job Description
The Customer Success team at Cruise is the primary human connection with our customers. In this role, you’ll be an early member of a critical team in a rapidly developing industry. As Social Media Support Specialist you’ll have a direct impact on the experience of our customers and the public perception of our brand. You’ll be at the heart of our CS team, working proactively to ensure our customers have the best experience possible and responding in a thoughtful, empathetic way when support is needed. Additionally, you’ll help to build and test our processes, training materials, and tools. This role is highly collaborative and dynamic, one moment you may be helping to resolve an escalated issue, the next you may be helping us drive a positive impression of our brand.
Responsibilities
- Work from our Scottsdale, AZ offices (including nights, weekends, and holidays)
- Engage with our rider community to foster excitement and connection to our brand
- Engage with customers and the general public on a variety of social media networks to support positive brand reputation and inspire customer loyalty
- Determine the validity of social mentions and whether or not to engage with those which do not directly seek assistance
- If it’s determined to engage, provide full-resolution support to ensure an exceptional customer experience
- Customer Specialists may have non-traditional shift start or end times, and weekend coverage may also be necessary
- Turn customer questions into useful content - knowledge articles, FAQs, templated replies, etc
- Translate customer needs and feature requests into recommendations for our product team
- Be a subject matter expert (SME): You will develop and maintain deep knowledge about our customers’ experiences, identify trending issues and support rapid triage and resolution
- Model our lived behaviors to encourage others to do the same in their daily work
Job Requirements
- 2+ years of experience in a social and/or community support role
- Proven commitment to fostering consistently outstanding customer experiences
- Passion for identifying and articulating nuanced (at times technical) problems in plain writing
- An ownership mentality, always looking for opportunities to better your work product
- Exceptional written communication skills, ability to convey clear messages to a wide variety of users across modalities
- Demonstrated ability to self-organize and prioritize work in an fast-paced, ambiguous environment
- Comfortability working with modern customer support and productivity tools (Sprout Social, Salesforce, Google Workspace, Confluence, etc)
