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Social Media Community Manager

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Social Media / Community Manager

We are looking for a Social Media/Community Manager to work with a global telecommunications company in Burlingame. This role will be working with a team that is developing an amazing new team collaboration service, which helps people manage projects and teams. The service will be tested in the market for six months and they will take what's learned to improve the offering.

We’re looking for a bright, over-achieving individual who, for that first six-month period, will lead the engagement on escalated issues with our off-shore customer support partner, oversee our Zendesk customer support platform and contribute to the development of our user community. This role will report on a variety of key metrics that will help improve the customer's experience and results.

This is a contract position based in Burlingame, CA. The individual will be required to work onsite.


Responsibilities

 Drive an exceptional customer service orientation.

 Implement and manage customer service channels (website, email, chat, social) using our

Zendesk platform.

 Manage escalated tickets to resolve customer issues.

 Document and continually iterate processes and workflows to ensure efficiency and customer

satisfaction.

 Continuously iterate and improve knowledge base content and FAQ to ensure accuracy and

relevance.

 Identify key customer issues and shape strategies to enhance the customer experience.

 Manage relationships with 3rd party outsourced vendors to drive best in class customer

experience.

Qualifications:

 Experience with Zendesk.

 Bachelor’s degree.

 2 - 3 years of proven customer service experience in a leadership role.

Desired Attributes:

 Strong communication and interpersonal skills.

 Patience, empathy, and an ability to work under pressure and adapt quickly to adverse

situations.

 Technical aptitude and the ability to pick up new technology quickly.

 Able to determine and measure KPIs and present clear, actionable reports.

 Superb organization with meticulous attention to detail and problem-solving skills.

 Proactive and ability to adapt and re-prioritize according to rapidly growing company needs.

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