ServiceTitan

Social Media Listener

ServiceTitan

full-time

Posted on:

Location Type: Remote

Location: Colombia

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About the role

  • Monitor, escalate, and respond to brand mentions, comments, DMs, and conversations across social media channels and customer communities.
  • Provide timely, helpful responses to customer questions, appropriately route escalations, and surface insights about customer sentiment and trending topics.
  • Assist and respond to customers with various product and service needs via Facebook Groups, customer communities, and social channels.
  • Capture and track data on customer sentiment and reviews, and track it for reporting and escalations.
  • Proactively collaborate with key stakeholders across the organization to action customer issues in a timely manner and escalate as needed.
  • Communicate and provide resources for customers by responding to comments on paid ads, customer communities, and across our social media channels.
  • Building brand personality and customer trust through regular one and two-way communications with our community.
  • Continuously improve internal processes by identifying opportunities for improvement that contribute to a first-class customer experience.
  • Retain a high level of knowledge and familiarity with ServiceTitan’s products, services, and the field services industries.
  • Use community guidelines as needed to ensure a positive and safe environment in our social spaces.

Requirements

  • 1-2 years experience with social media management and/or experience with Facebook groups
  • 1-2 years experience with community management and/or customer support
  • Strong written communication skills; friendly, professional, empathetic tone
  • Detail-oriented with ability to multitask across multiple channels
  • Customer-first mindset; genuinely enjoys helping people
  • Comfortable with technology and learning new tools quickly
  • Reliable and secure access to high-speed internet.
  • Native level oral and written communication in English.
  • Preferred Qualifications: Familiarity with Salesforce or CRM systems
  • B2B or SaaS industry experience
Benefits
  • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
  • Great work is rewarded through Bonusly, peer-nominated awards, and more.
  • Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
  • Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF ), surrogacy, and adoption reimbursement , on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
social media managementcommunity managementcustomer supportdata trackingcustomer sentiment analysis
Soft skills
written communicationempathetic tonedetail-orientedmultitaskingcustomer-first mindset