Social Media Support Specialist
Location
Poland
Level
Senior
Department
Support
Type
Full - Time
Salary
Job Description
Posted on:
July 24, 2023
Grammarly exists to improve lives by improving communication, and as a Social Media Support Specialist, you’ll directly contribute to this effort by improving communication with people using Grammarly every day. As the voice of Grammarly in social media responses, you will write tight, on-brand responses to our users. You’ll also have the chance to engage with re-tweet opportunities and to show us your creative skills by responding to surprise-and-delight posts through the use of words or GIFs.
Responsibilities
- Work on one-touch support issues, escalating social support issues to email channels while also creating surprise-and-delight responses for Grammarly users.
- Be responsible for sorting, tagging, and escalating all inbound social media requests, questions in forums, and new product reviews.
- Build your skills in handling more brand-forward and high-impact types of requests, eventually managing responses on social channels relating to such sensitive issues as privacy and security.
- Have the opportunity to evaluate Grammarly’s social support practices and give feedback to optimize these processes.
- Grow the role into having ownership over the scaling plan for one area of public-facing support, such as macros, GIF libraries, internal knowledge sharing, training, or another area.
- Improve our listening capability and engage with the broader community.
Job Requirements
- Embodies our EAGER values—is ethical, adaptable, gritty, empathetic, and remarkable.
- Is able to collaborate in person 2 weeks per quarter, traveling if necessary to the hub where the team is based.
- Has excellent written and spoken English — can write great copy for different channels and situations and is adept at crafting short, easy-to-read sentences.
- Is eager to work in social media customer support.
- Is an empathetic, active listener with a solid understanding of tone matching.
- Can write a response that makes our users feel heard, understood, and taken care of.
- Thrives in an environment where change is the norm while still being able to deliver great service amid changing social media landscapes and priorities.
- Is able to work over the weekend (preferably Sundays).
