Social and Engagement Specialist

Digital Enablement & Care team helps millions of users find success with the organization products while engaging and enabling them to seamlessly achieve their creative goals. We connect with our customers through high-value, relevant, targeted content in-app, on the web, and on our HelpX, social, App Store, and community platforms. We engage with our customers through conversations that provide help, inspiration, and creative success.

We are looking for a Social Engagement Specialist to respond to questions from users on Facebook, Instagram, X, Threads, and YouTube in English. The ideal candidate is socially savvy, with experience writing with a voice & tone that's appropriate for digital channels. Experience moderating online conversations and understanding cultural nuances is a must.

You will be required to be proficient in the product and domain to which you are assigned and ensure high-quality product experiences through strong collaboration and time management skills. You will be expected to maintain a high standard of quality, empathy, and integrity in all your transactions.

What you will do

• Deliver high-quality responses and conversations to the organization's customers on social media channels and other messaging apps
• Respond to, follow through, and resolve user queries and escalations related to domain and products assigned (customer account and billing support, retention, and technical app support)
• Collaborate with product teams, community experts, and stakeholders when resolving complex issues
• Identify, define, and share top emerging issues to key partners and stakeholders
• Serve as exemplar and mentor for team members in their interactions and communications
• Meet targets and SLAs (Service Level Agreement) for response, quality, guidelines, and goals
• Invest in growing domain expertise, product knowledge, and community best-practices
• Gather social data and insights using native and external dashboards
• Mentor junior members to ensure successful onboarding and enablement
• As needed :
• Develop a basic understanding of automation and chat bots
• Create user-centric help content for promotion on social channels
• We provide 24 / 7 coverage with shifts on a rotational basis, flexibility is required. Weekend shifts may be assigned as per business requirements.

Experience & qualifications